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Service Executive (Part-Time)

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onefinestay

Apr 24

Applications are closed

  • Job
    Part-time
    Entry Level
  • Hospitality & Retail
  • Los Angeles

Requirements

  • Must reside in or be willing to commute to Los Angeles and have reliable transportation
  • A professional appearance and demeanor
  • Flexible availability is a MUST for this position
  • Excellent communication skills, with the ability to communicate difficult messages clearly and empathetically; fluency in written and spoken English is required. Another language is a plus.
  • An active listener who can think quickly and critically under pressure
  • Able to confidently solve complex problems, while maintaining customer satisfaction and controlling costs
  • A keen commercial sense and operational coordination experience
  • Possess the ability to deliver luxury hospitality services to all of our guests
  • Superb organization skills in order to prioritize and manage a large volume of cases during peak periods, as well as work autonomously
  • Ability to calmly thrive under pressure, perform consistently and work with a sense of urgency
  • Prior experience working in the hospitality industry, as well as with CRM's is a plus

Responsibilities

  • Answer inbound calls and Emails from our guests/homeowners and provide them with friendly efficient solutions to any issues or requests they may have while in stay.
  • Liaise between guests, homeowners, and contractors to fix any home repairs that arise during the stay.
  • Collect detailed information from customers and the field to formulate a resolution response to issues within service delivery and cost guidelines.
  • Manage challenging communications with high-value customers (homeowners, guests, and travel agents) who are unsatisfied with our service, product or resolution offered.
  • Coordinate issue resolution tasks within the field efficiently, whilst keeping the customer informed of your and their actions(maintenance technicians, contractors, cleaners, stay managers etc.)
  • Assess the impact of the issue(s) experienced by the customer - taking into account the lifetime value of the customer, the impact on the brand and our contractual obligations - to offer a satisfactory compensation package within our guidelines, delivered in a way that emphasizes luxury hospitality standards.
  • Collectively with the team, you’ll drive high NPS and customer satisfaction scores.
  • Work with your peers and management to drive organizational and process improvements throughout the business to prevent repeat issues from occurring.
  • When doing Meet & Greets, you would arrive in advance of guests, getting to know our homes inside and out, while troubleshooting any last-minute fixes. Once guests arrive, we introduce the home, the neighborhood, and our service, ensuring our guests are comfortable and happy before we leave them to enjoy the home.

onefinestay

Enjoy the finest stays

Travel & Leisure
Industry
51-200
Employees
2010
Founded Year

Mission & Purpose

From beachside estates and historic homes to countryside villas and mountain chalets, we help our guests find their ideal home-from-home, whilst every stay is professionally managed to ensure an effortless and enjoyable rental experience. This includes a personal welcome, 24/7 guest support, extensive housekeeping and dedicated concierge services. Our unique approach to short and medium- term renting appeals to anyone looking for a vetted private place to stay and a premium hospitality experience to match.