Guest Experience Coordinator in City of London

National Corporate Housing is looking for a Guest Experience Coordinator to provide full property management services for all National Corporate Housing Inventory, maintaining good personal and working relationships with National’s guests, customers and colleagues. The Guest Experience Coordinator will act as primary liaison between the clients, managing agents/landlord, contractors, customer service and reservation colleagues with regard to the preparation, servicing and maintenance of the apartments for the guests’ arrival and after move-in and assist with handling all guest service related issues.

Essential Duties And Responsibilities

• Inventory Oversight: Take down of new inventory once contracts have been agreed and signed. Will arrange the setup of the apartments (Full apartment setup, Apartment instructions Health & Safety checks and receipt of landlords certificates, Utilities setup, Prepare arrival instructions, lockbox, extra keys & fobs, Floor plan, Photo’s, etc). Documentation of meter readings for accounts and property specification to be placed in Oscar - location of stop cock, meters, contact details for managing agent or landlords, etc. To be present at Inventory checks with Inventory clerk on take down and return to ensure consistency and limit dilapidations charges on return.
• Health & Safety per Property Inspection: To be competent regarding Risk Assessment and Health & Safety policy, required training will be given, clear and continuous documentation to be maintained for each property. Carry out regular checks for the common parts & apartments (Emergency lighting, Fire panel, apartment smoke detectors, Gas certificates, Water tank cleaning, Lift contracts, boiler contracts, roof areas, no rubbish or trip hazards etc) and documented. Oversee quality of cleaning and setup of apartment by housekeepers and report any issues.
• Maintenance Coordination and Follow-Up: Organise and liaise with landlords or managing agents, third party or otherwise, for all maintenance issues and annual contracts (Fire panel, Lift engineers, pest control, window cleaning etc), and check that all repairs and contracts have been carried out and completed to the required standards. Ensure that any works carried out that should be recharged to landlords are. All break down and maintenance carried out to be logged in Oscar Draw management or landlord’s attention to any major work required, and organise maintenance when allocations allow. Follow a proactive maintenance policy so that equipment failure is minimized (smoke detector batteries, top up boiler tanks, clear gutters etc).
• Key & Fob Control: Placing of keys ready for arrivals with necessary record of what has been given; ensure these are returned at departure. Check number of lock boxes per location required and process for multiple arrivals especially weekends.
• Housekeeping Services Coordination and Communication: Ensure services and spring cleans are carried out efficiently and to the highest standards on a daily basis, and report any issues to the housekeeping company and the Operations Manager. Apartment checks to be carried out for all new arrivals after housekeepers spring clean and documented, any issues corrected. Pre move-out checks to ensure preventative maintenance and programmed maintenance can be carried out, liaise with the Operations Manager to block apartment. Spot checks of services during stays and also periodic spring cleans for long stays.
• In-Person Interfacing with Newly Arriving Clients: Prepare all arrival instruction with maps, lock box codes, instructions, etc. Carry out meet & greet for those clients who require it.
• Customer Care and Follow-Through: Keep Oscar updated and follow up with outstanding tickets. Escalate when issues are not handled efficiently to the Operations Manager. Exceed company survey score targets. Communicate with departmental heads on any service recovery needs on a daily basis. Visiting multiple properties to conduct business as required.

HOURS OF WORK

As part of a team, working on a rotating basis, the team will cover early and late shifts 7 days a week including banking holidays and will comply with all Working Time Regulations.

Supervisory Responsibilities

This job has no supervisory responsibilities.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Must be able to communicate clearly and effectively with customers, vendors and co-workers. Strong organisational skills and problem solving abilities are required. A working knowledge of the following systems is an advantage but not essential: Oscar, Basic computer skills, MS Office (Excel, Word, Power Point), Outlook Express, Internet.

EDUCATION And/or EXPERIENCE

GCE, BTEC, or IB Diploma required. Previous Customer Service experience required. Hospitality and/or property management or maintenance experience preferred. Excellent and clear communication skills, both verbal and written. Good telephone manner essential. Global worldview and knowledge of foreign cultures a plus.

CERTIFICATES, LICENSES, REGISTRATIONS

None required. Previous Health & Safety or Risk Assessment training is helpful.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit; use hands to handle or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, colour vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

Competitive Base Salary - £28,000 - £34,000 per year. Pension Match with legally required auto enrollment. One-of-a-kind culture dedicated to Diversity, Equity, and Inclusion. Inclusive Awards and Recognition Program. Wellness program. Complimentary use of corporate apartments for vacation or travel (when available).

Additional Information

Will not provide assistance with relocation costs. National Corporate Housing is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, religion, or veteran status.