Guest Relations Consultant

About The Business

Urban Rest, a fast-growing challenger in the serviced apartment and corporate housing industry, boasts properties across major Australian capital cities and recent market expansion into New Zealand and Europe, including London and Dublin.

About The Role

The Guest Relations Consultant will represent us to our clients by communicating with guests across the globe through all stages of the guest journey, either via email, live chat or on the phone. As the first point of contact for our guests in this fast paced high volume role. Your strong communication skills will ***** through in this role by delivering first class service from enquiry to check out. Working on a rotating roster 7 days per week - shifts will vary between a 6.30am start - 8.30pm finish

We offer a flexible hybrid work environment, therefore, majority of the role can be performed remotely after being given full training. The ideal candidate will have previous experience in a similar role, be a customer service superstar in a similar industry and will be someone with a passion for delivering exemplary levels of service and experiences. There are a few things that will make you ***** in this role; a passion for start-up’s and thinking on your feet, a genuine customer service focus and the ability to make autonomous decisions when it comes to guest requests and challenges.

Benefits And Perks

Employee and friends & family discounts at Urban Rest properties
Flexible hours and the option to work from home when business allows
ME Day’s and Volunteer Days available per year
Monthly social team catch ups
Quarterly team events
As the company grows, this role will provide plenty of room for career growth and progression
Pet friendly office in Surry Hills
We’re a social bunch and we strive to have a fun, friendly, and collaborative work environment

Responsibilities

Responding to guest enquiries through a number of channels, including live chat, email and phone
Coordinating Urban Rest Representatives to meet guests at our Meet & Greet properties
Being a voice for the guest through every stage of their customer journey with us, capturing feedback to ensure we constantly strive to exceed expectations and ensuring this is shared with the appropriate teams internally.
Liaising with the rest of the Guest Experience Team (Operations and Housekeeping) on any in-house issues or requests; keeping the guest informed at all times and efficiently closing the loop.
Championing NPS and ensuring all feedback is acknowledged on each of the platforms we operate on such as Airbnb, Booking.com and Expedia.
Other areas of Guest Experience as required