Junior Guest Experience Specialist

Why BirchfortWe are a real estate and vacation rental management company that brings homeowners and travelers together. We serve both holiday and business travelers, and we are committed to delivering exceptional customer service. We believe in excellence in execution, following the latest technology trends to provide the best digital experiences and create unforgettable stays for our guests.

Customer obsession is a state of mind for us. While we strive for excellence, we also believe in enjoying the journey, supporting each other, and having fun as a team.

At Birchfort, we believe great people can be developed. We invest in training and mentoring, giving motivated individuals the opportunity to build a successful career with us.

Job Overview

As a Guest Experience Specialist, your ultimate responsibility is to manage all guest communications and processes to ensure our guests have an exceptional, easy, enjoyable, and memorable experience from booking to check-out.

We are looking for customer-focused, hardworking, flexible, hands-on, efficient, and passionate individuals with a positive attitude and a growth mindset. Your success will be measured by the satisfaction and happiness of our guests.

Whether you are experienced or just starting your career, we provide comprehensive training and ongoing support to help you succeed in this role. We hire for attitude, customer focus, and willingness to learn.

Key Responsibilities

• Be the go-to person for our guests for their end-to-end journey.
• Do the reservations and all communications with the guests.
• Do check in - check out processes with the guests and ensure the processes are executed properly.
• Collect and process payments for reservations and all related guest services.
• Be responsible for taking incoming guest calls, chat, email and make necessary outbound calls as needed and be efficient and fast in managing the communications traffic.
• Ensure guest details, official documents are filed diligently and guest database is updated as per company procedures & policies.
• Create solutions to potential problems & issues, even sometimes beyond the call of duty.
• Provide clarity and peace of mind to guests to make their stay an easy, fun and exceptional experience.
• Support marketing team when necessary on promotional activities.
• Exceed management targets and KPIs.

Job Requirements

• Skills & CapabilitiesExceptional customer focus and passion for customer satisfaction.
• Requires ability to work a flexible schedule including nights, weekends and holidays as needed to support the needs of the business.
• Strong follow up and fast response skills.
• Communicate in a positive, professional, empathetic and "customer-centric" manner both thru phone, email, video calls and chat.
• Positive attitude with growth mindset.
• Be open to coaching and feedback.
• Capable to learn fast and adapt to new technologies and constantly changing work environment.
• Hands on person with strong problem-solving skills.
• Attention to detail and excellence in execution.
• This role requires flexibility, including responding to guest needs during evenings, weekends, and public holidays.

Qualifications

• University degree.
• New graduates are welcome to apply.
• Previous experience in hospitality, travel, tourism, customer service, or a similar field is an advantage but not required.
• Full training will be provided to successful candidates.
• We value attitude, customer focus, strong communication skills, and willingness to learn more than previous experience.
• Fluency in written and spoken English.

Additional languages are a plus. Arabic or Russian is preferred.

Why Join Us?

Full training and continuous learning opportunities.

Career growth within a fast-growing real estate and vacation rental company.

Friendly, supportive, and collaborative team environment.

Opportunity to work with guests from around the world.A culture that values ownership, innovation, and customer obsession.

We are an equal opportunity employer committed to fostering diversity and inclusion in our workplace. We are committed to maintaining a safe and productive work environment where diverse backgrounds and views are encouraged. We do not discriminate against race, gender, religion, color, origin, age, disability, or other classes.

You can also send your CVs to recruitment@birchfort.com