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Guest Success Executive (Bilingual FR/EN)

Cityus

Remote

From £22,000 a year - Permanent, Full-time, Freelance

Location

Remote

Benefits
Pulled from the full job description

Additional leave
Company events
Work from home

Full job description

We are looking for an innovative and dynamic personality to join our efficient, ambitious, and fun customer service team.

About us: Cityus provides premium serviced apartments, offering short and long-term furnished housing solutions for corporate clients, business travellers, and digital nomads. We pride ourselves on delivering high-quality customer service to all our clients. Our apartments are design-led, and beautifully furnished spaces where every client will feel at home.

Cityus is looking for a motivated, home-based, bilingual French-English (with a third language as a bonus) Guest Success Executive.

The role will be to support our Guest Success Manager and work with a tight-knit team to ensure the smooth running of the department.

Your time at Cityus will be filled with exciting challenges and will also be incredibly rewarding as we continue to grow together! We celebrate and reward ambition and we will love your new ideas:

Start date: as soon as possible.
Working hours: Monday to Friday, 40-hour weekly contract.
Permanent freelance position: Applicants should be willing to register their own limited company within 3 months & file their own taxes with HMRC.
Salary: From £22,000 per year depending on experience.

As part of our Guest Success team, your daily tasks will include

Responsibilities:

Travel Management: Liaising with travel agencies regarding potential/future/current/past guests’ stays, advising prices, organising guest’s check-in/out details, sending booking confirmation, organising early cancellation, extension of stay, negotiate prices/cancellation terms, etc…
Problem solving: provide assistance for current / past / future guests, help with registration and paperwork, respond to all guest’s enquiries in a timely manner, etc.
Operations - Pre-arrival documents, quality & safety checks, liaising with housekeeping team, accommodation providers, property managers…
IT: Adding bookings to our PMS (Property Management System); configuring automatic emails and reports; helping create new automatic processes to help us work more efficiently.
Accounting tasks: Liaising with the accounting department for invoice payments

Qualifications:

Fluency in French and English (both written & verbal) – proficient in any other European language, a bonus.
Experience in customer service – ideally in the hospitality industry
Excellent listening & mediation skills, topped with empathy and a great resilience to stress
Patient, polite, flexible & professional attitude under every circumstance
Open-minded attitude towards new technology & well-versed in cloud-based systems (Outlook, One drive, Booking engines, Skype, Teams, What’s App, etc…)
Innovative, entrepreneurial & dynamic personality
Self-motivated, proactive and ambitious.
Highly organised and meticulous
Excellent listening & negotiation skills.
IT skills: MS Office, CRM, and previous experience with a Property Management System (PMS) would be helpful. Open-minded attitude towards new technology; interested in further developing and improving our PMS/systems.
Team player with great communication skills.
Would suit an enthusiastic graduate with hospitality background