Guest Experience Executive - English Speaking

We're Houst 🏠, a professional property management company on a mission to make short term letting simple and stress free for hosts. Since 2015, we’ve supported thousands of hosts across more than 20 cities worldwide, from Auckland to Lisbon, and we’re still growing.

Our guests range from weekend travellers to long stay professionals. Their experience matters, and that’s where you come in.

Working Schedule: The role requires 5 days per week, with 8-hour rotative shifts scheduled between 1:00 AM and 6:00 PM UK time, Monday to Sunday, including weekends and public holidays. The specific shift pattern will be determined based on business and operational requirements to ensure appropriate coverage across our busiest periods.

What you’ll be doing
- Expertly handle inbound messaging, ensuring guests' concerns are heard and addressed promptly and professionally.
- Proactively engage with guests through inbound and outbound calls, diligently following up on requests and enquiries.
- Transform customer complaints into resolutions through timely, professional, and effective problem-solving.
- Serve as a trusted source of current and accurate information on Houst’s properties, policies, and procedures.
- Efficiently oversee reservations and bookings through our platforms, ensuring a seamless booking experience.
- Diligently maintain comprehensive and accurate records of all customer interactions in the company’s CRM system.
- Display flexibility and a can-do attitude when handling a diverse range of tasks and customer situations.

It’s fast paced, sometimes unpredictable, and no two shifts look exactly the same.