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- Tasks: Assist guests in finding their dream holiday while providing top-notch support.
- Company: OVO Network, a leader in luxury short-term mountain rentals.
- Benefits: Flexible hours, dynamic team environment, and opportunities for growth.
- Why this job: Join a passionate team and help create unforgettable holiday experiences.
- Qualifications: Fluent in French and English with a background in customer service.
- Other info: Work in a vibrant setting with a love for the Alps.
The predicted salary is between 36000 - 60000 £ per year.
OVO Network specialises in high-end short-term rentals of mountain chalets, with a carefully curated portfolio of 200+ properties in authentic destinations. We combine technology and expert support to improve outcomes for both guests and owners.
As a Guest Support Consultant, you will be the first point of contact for guests and partners (including agents), handling enquiries via phone, email, and Intercom (including email, WhatsApp, live chat and social media). Your main objective is to help guests find their perfect holiday, while delivering clear, accurate, warm and professional communication in both French and English.
- Respond to guest and partner enquiries (Intercom, email, phone): quotes, booking questions, chalet details and destination guidance.
- Follow up leads (tailored recommendations, handling common objections).
- Handle first-line complaints and escalate more complex cases to UK Management when needed.
- Enter and maintain booking information accurately within internal back-office tools and systems.
- Participate in a team rota that can include some evenings and weekends depending on demand.
Requirements:
- Fluent/bilingual French and English, spoken and written (excellent writing quality in both).
- Background in guest support / customer service / hospitality (or a similar client-facing role).
- High attention to detail and strong administrative rigour (data entry accuracy matters).
- Comfortable with digital tools; familiarity with OTAs (Airbnb, Booking, etc.) is a plus.
- Results-oriented: motivated by targets and improving conversion.
- Genuine interest in the Alps/mountain destinations and delivering great service year-round.
Interview Process:
- Intro video call (30 mins): experience, motivation, French/English level.
- In-depth interview (60 mins): guest scenarios + approach to conversion/follow-up.
- Short task (20–30 mins): written reply to an enquiry + brief call simulation.
- References (if needed) + offer.
Guest Support Consultant in City of London employer: OVO
Contact Detail:
OVO Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Support Consultant in City of London
✨Tip Number 1
Get to know the company inside out! Research OVO Network and their properties, so you can chat confidently about their chalets and destinations during your interview. This shows you're genuinely interested and ready to help guests find their perfect holiday.
✨Tip Number 2
Practice your communication skills in both French and English. Since you'll be dealing with guests and partners from different backgrounds, being able to switch between languages smoothly will set you apart. Try role-playing common guest scenarios with a friend!
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you turned a complaint into a positive outcome. This will demonstrate your ability to handle first-line complaints effectively and escalate when necessary.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives us a chance to see your enthusiasm for joining the team right from the start.
We think you need these skills to ace Guest Support Consultant in City of London
Some tips for your application 🫡
Show Your Passion for Guest Support: When writing your application, let us see your enthusiasm for guest support and hospitality. Share any relevant experiences that highlight your ability to connect with guests and provide exceptional service. We love candidates who genuinely care about making someone's holiday special!
Be Clear and Professional: Since you'll be communicating with guests in both French and English, make sure your written application reflects this. Use clear, professional language and double-check for any spelling or grammar mistakes. We want to see your excellent writing skills shine through!
Tailor Your Application: Take the time to tailor your application to the role of Guest Support Consultant. Mention specific skills or experiences that relate to handling enquiries, managing bookings, or dealing with complaints. This shows us that you understand what the job entails and are ready to hit the ground running.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about OVO Network and what we stand for!
How to prepare for a job interview at OVO
✨Know Your Stuff
Familiarise yourself with OVO Network's portfolio and the types of properties they offer. Understand the unique selling points of mountain chalets and be ready to discuss how you can help guests find their perfect holiday.
✨Brush Up on Bilingual Skills
Since you'll be communicating in both French and English, practice your language skills. Prepare to switch between languages seamlessly during the interview, especially when discussing guest scenarios or handling enquiries.
✨Showcase Your Customer Service Experience
Be ready to share specific examples from your background in guest support or hospitality. Highlight situations where you successfully resolved complaints or improved customer satisfaction, as this will demonstrate your ability to handle first-line complaints effectively.
✨Get Comfortable with Digital Tools
Familiarise yourself with common digital tools and platforms like Intercom, WhatsApp, and OTAs such as Airbnb and Booking.com. Being tech-savvy will show that you're prepared to handle enquiries efficiently and accurately.
