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Service Intern - London at onefinestay

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  • London
  • fulltime
  • ₤21000 per year

Role purpose
In preparation for travel re-opening, we’re expanding our Service Team to support our
guests over the summer period. It’s an on-call team like no other and we need caring,
confident people to join for a short stint on the front line as a paid Summer Intern. Our
Service Team are our guest’s fixers – quick thinking, responsive and service focused. One
minute they’ll be helping our guests with their arrival plans, the next, handling queries
and organising additional services to make sure every guest has a brilliant experience. If
you enjoy a fast paced environment and solving problems, then we would love to hear
from you.
Duties and responsibilities
This is an on-call hospitality team like no other: a group of fast-paced problem solvers
who eat queries for breakfast and (as a matter of honour) don’t pass the buck. That’s why
we need a special sort – you’re dedicated to the cause, full of enthusiasm and a
through-and-through people person.
Ref: Code Number Date:
● Answering the phone and dealing with guest requests
● Assist clients with troubleshooting problems as they arise
● Acting as the contact point between guests and contractors to fix any issues that
might arise during a guest's stay
● Collecting and communicating feedback to guests
● Assist Service Team members as needed
● Assist clients and accounting with the facilitation of payments and invoices
● Guide and assist Service Team with all stages of trip planning once the
accommodation is confirmed, this includes: confirming guest lists, travel contact
details and any special needs for guests. Arranging arrival and departure details,
transportation and fridge stocking.
● Working with worthy suppliers to help facilitate requests
Qualifications and experience
● Dynamic and responsive
● Available over the summer period, including on weekends
● A keen commercial sense
● Great at building relationships
● Interested in developing your experience in a fast-growing company
● Good organisation skills and able to manage your own workload autonomously
● Ambitious and results driven by a love of delivering top quality customer service
● No qualms about working shifts including some early starts, late finishes and
weekends
● Sound judgement and decision-making skills, even under pressure
● Hands-on work experience
KPIs
● Guest response time
● Guest NPS
● Concierge Efficiency CSAT
● Pre-stay planning CSAT

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