Junior Guest Experience Specialist
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Key skills for this role
About the Role
Birchfort seeks a customer-focused Guest Experience Specialist to manage guest communications and ensure exceptional stays. Full training provided; ideal for new graduates or those with hospitality passion.
Key Skills for This Role
Responsibilities
- Be the go to person for guests for their end to end journey
- Handle reservations and all communications with guests
- Execute check in and check out processes
- Collect and process payments for reservations and related services
- Manage incoming guest calls, chat, and email, and make outbound calls as needed
- Ensure guest details and official documents are filed diligently
- Create solutions to potential problems and issues
- Support marketing team when necessary on promotional activities
Requirements
- Exceptional customer focus and passion for customer satisfaction
- Ability to work a flexible schedule including nights, weekends and holidays
- Strong follow up and fast response skills
- Positive attitude with growth mindset
- University degree
- Fluency in written and spoken English
Full Job Posting
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.
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.
- Ensure guest details, official documents are filed diligently and guest database is updated.
- Create solutions to potential problems & issues.
- Provide clarity and peace of mind to guests.
- Support marketing team when necessary on promotional activities.
- Exceed management targets and KPIs.
Job Requirements – Skills & Capabilities
- Exceptional customer focus and passion for customer satisfaction.
- Requires ability to work a flexible schedule including nights, weekends and holidays.
- Strong follow up and fast response skills.
- Communicate in a positive, professional, empathetic and 'customer centric' manner.
- Positive attitude with growth mindset.
- Capable to learn fast and adapt to new technologies.
- Hands on person with strong problem solving skills.
- Attention to detail and excellence in execution.
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.
- 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.
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