Fresh Jobs at Houst

What you'll do:

Listing Management:

• Build and update listings on diverse online platforms, ensuring accuracy, consistency, and maximum visibility.

Lettings Process Management:

• Oversee the entire lettings process, proactively responding to inquiries, and securing bookings through collaborative efforts with internal teams.
• Navigate the short-lets booking process from initiation to completion, ensuring a seamless and positive experience for both guests and hosts.

Guest Experience Enhancement:

• Manage guest booking extensions, oversee the check-out process, and facilitate timely and accurate deposit refunds.
• Act as a liaison between guests and internal departments, addressing inquiries and resolving issues promptly.

Interdepartmental Collaboration:

• Collaborate with internal departments to address their inquiries and streamline processes related to the Channels team's operations.
• Foster a cooperative environment by providing support and information to internal stakeholders as needed.

Quality Assurance:

• Uphold the highest standards of quality in all outputs of the Channels team, ensuring that each listing and interaction reflects our commitment to excellence.

Continuous Improvement:

• Actively contribute to projects aimed at enhancing operational efficiency and elevating the overall performance of the Channels team.
• Provide valuable insights and feedback to drive continuous improvement in processes and strategies.

Requirements

• Experience in online listing management and short-term letting operations is preferred
• Ability to use Excel or Google Sheets to analyse data and present findings
• Strong organisational and time management skills, with the ability to prioritise tasks effectively
• Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders
• Ability to multitask and handle multiple projects simultaneously
• Resourcefulness, initiative, and a proactive approach to overcoming challenges
• Extreme attention to detail
• A passion for delivering exceptional guest experiences and contributing to the success of our hosts

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About the role:

The Client Success Executive works with complex and not always standard issues so thinking out of the box, troubleshooting, excellent communication skills and logical thinking is a must. Ultimately, the focus of the Service Delivery team is to answer all inbound communication quickly and to a defined high standard - our host support team is always acting in the best interest of the host and the guest.

Responsibilities:

• Provide world-class service to Houst Customers and guests via telephone, email and Whatsapp.
• Be a point of escalations from Host Support and resolve issues to a highest possible satisfaction.
• Onboarding new properties.
• Explain complex information in a simple way to a variety of customers.
• Work with other teams to find best solutions, resolve queries, and lodge resolution claims.
• Identify and use opportunities to increase customer retention and satisfaction.
• Feel empowered to make a decision on refunds and good will gestures using logic, company procedures and market knowledge.
• Contribute ideas to further improvement of processes and overall experience of Houst customers and guests.
• Be a mentor and role model to junior team members.
• Lead the shift when the team leader isn't present.
• Handling escalations and complaints within your tier and providing support to Team Leader.
• Managing inboxes and delegating cases.

Requirements

• Team player with superb written and verbal communication skills.
• Preferable previous experience in customer service environment or account management.
• Proven ability to communicate complex technical problems in "customer friendly" language.
• Ability to think outside of the box and find creative ways to solve situations.
• A working understanding of vacation rentals a plus.
• Confidence in decision-making and owning your cases.
• Previous experience working with a CRM is a plus.
• Previous experience with G-Suite.
• Well organised with the ability to multitask and prioritise workload.

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About the role:

As a Property Portfolio Associate, you will be part of a team of two looking after between 50-70 properties in the UK. With the Portfolio Manager, you will be responsible for everything to do with the properties from scheduling and managing cleaners, overseeing maintenance and ensuring property condition - right through to managing clients, pricing and negotiating commercial contracts.

This role comes with an expectation you’ll need to be working with the Portfolio Manager, and between the two of you you’ll be overseeing your properties 7 days a week.

Primary Responsibilities:

• Provide exceptional customer service to our clients and guests via telephone, email, and Whatsapp.
• Be a point of escalation from Host Support and resolve issues to the highest possible satisfaction.
• Onboard new properties and explain complex information in a simple way to a variety of customers.
• Work with team lead to find the best solutions, resolve queries, and lodge resolution claims.
• Identify and use opportunities to increase customer retention and satisfaction.
• Feel empowered to make a decision on refunds and goodwill gestures using logic, company procedures, and market knowledge.
• Schedule cleaning and maintenance
• Answer queries for, and manage, bookings 
• Be a Customer Champion, building commercially successful partnerships.
• Manage your delegated inbox and project management of cases.

Requirements

• Team player with superb written and verbal communication skills.
• Previous experience in a customer service environment or account management is preferable.
• Proven ability to communicate complex technical problems in "customer-friendly" language.
• Ability to think outside of the box and find creative ways to solve situations.
• A working understanding of vacation rentals is a plus.
• Confidence in decision-making and owning your cases.
• Previous experience with G-Suite.
• Well organised with the ability to multitask and prioritise workload.

go to method of application »

Description

About the role:

We are seeking a highly motivated and experienced Senior Operations Manager to lead our regional operations team in UK & Ireland. The successful candidate will be responsible for Houst’s operational success in our biggest market globally. They will be leading a team of Operations Managers and Associates to achieve excellence across all areas of operations, with a view to delighting our guests and hosts with 5-star experiences every time. 

Key Responsibilities:

• Own operational KPIs for your region, including clean ratings, checkin success, guest satisfaction and financial performance
• Manage of Operations Managers and Associates - you must be able to both challenge and motivate your team, continually driving performance standards and team development
• Analyse data and reports to identify areas for improvement
• Manage a complex network of suppliers ranging from large companies to independent contractors
• Collaborate with internal teams such as Onboarding, Commercial and Guest Experience to improve processes and maximise our hosts’ success
• Develop and execute projects that improve operational performance in your markets and beyond
• Support daily operations where needed by managing inbound requests, scheduling and communicating with cleaners as well as any other operational tasks that support the business

Requirements

• Previous experience of managing an operations team in a fast-paced environment is a must
• Ability to use Excel or Google Sheets to analyse data and present findings
• Strong organisational and time management skills, with the ability to prioritise tasks effectively
• Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders
• Ability to multitask and handle multiple projects simultaneously
• Resourcefulness, initiative, and a proactive approach to overcoming challenges
• Extreme attention to detail
• Availability to work shifts 5 out of 7 days including some weekends (9 am to 6 pm UK time)

go to method of application »

About the role:

The Client Success Executive works with complex and not always standard issues so thinking out of the box, troubleshooting, excellent communication skills and logical thinking is a must. Ultimately, the focus of the Service Delivery team is to answer all inbound communication quickly and to a defined high standard - our host support team is always acting in the best interest of the host and the guest.

Responsibilities:

• Provide world-class service to Houst Customers and guests via telephone, email and Whatsapp.
• Be a point of escalations from Host Support and resolve issues to a highest possible satisfaction.
• Onboarding new properties.
• Explain complex information in a simple way to a variety of customers.
• Work with other teams to find best solutions, resolve queries, and lodge resolution claims.
• Identify and use opportunities to increase customer retention and satisfaction.
• Feel empowered to make a decision on refunds and good will gestures using logic, company procedures and market knowledge.
• Contribute ideas to further improvement of processes and overall experience of Houst customers and guests.
• Be a mentor and role model to junior team members.
• Lead the shift when the team leader isn't present.
• Handling escalations and complaints within your tier and providing support to Team Leader.
• Managing inboxes and delegating cases.

Requirements

• Must be Fluent in French, Spanish and Portuguese
• Team player with superb written and verbal communication skills.
• Preferable previous experience in customer service environment or account management.
• Proven ability to communicate complex technical problems in "customer friendly" language.
• Ability to think outside of the box and find creative ways to solve situations.
• A working understanding of vacation rentals a plus.
• Confidence in decision-making and owning your cases.
• Previous experience working with a CRM is a plus.
• Previous experience with G-Suite.
• Well organised with the ability to multitask and prioritise workload.