Job Description

Roles & Responsibilities

Deliver outstanding customer support via phone calls, chats, and emails; Manage day-to-day guest communication and ensure a smooth guest experience; Ensure the operational success of our guest services and maintain high levels of guest satisfaction; Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms; Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures; Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently; Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction; Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately; Process booking modifications, including extensions, date changes, and special requests promptly; Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.

Desired Candidate Profile

Excellent English and French skills (C1 for both spoken and written); At least 6 months of experience in a customer support role; Strong analytical thinking and research skills; Experience in travel industry/hospitality; Positive, proactive and responsible attitude; Familiarity with internal tools such as Hostaway, Duve, Turno, AppSheet, or similar reservation and guest management systems; Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps download and 40 Mbps upload).

Experience in hospitality or property management industry.