At onefinestay, we open doors to the finest homes and villas in the most desirable destinations and deliver one-of-a-kind service to both guests and homeowners around the world. The company launched in London in 2010 and became part of Accor in 2016. With each memorable stay, we deliver a level of personal service and professional hospitality unmatched in the private rental industry.
Role Purpose
This is an exciting opportunity to lead the day-to-day delivery of the service and concierge function for the Europe & Asia Region, leading a team of Service and Concierge Executives to deliver a world-class experience to our guests who prepare bookings, offer additional services and solve problems. This is a hands-on role, so you will need to be organised and flexible and understand when you need to step in and support your team. You will also be a fantastic people leader, coaching and developing the team to ensure team goals are achieved and the team is motivated and engaged to succeed.
You will be the initial point of escalation for all stay issues; you are responsible for balancing the “value-add” to the guest versus the cost per issue to achieve the right outcome for all. Your team will receive the majority of incoming inquiries from guests and troubleshoot to resolve them as quickly and efficiently as possible.
As a manager in the Europe & Asia business, you will also contribute to continuous improvement initiatives and strategic planning work with colleagues and support functions, including company projects.
Duties and Responsibilities
1. Customer Service delivery - You’re responsible for the core service delivery processes, ensuring all our guests receive the highest levels of service whilst looking for areas where improvements can be made as well as providing support to the existing processes.
2. People management - Directly manage a team of Concierge and Service Executives. You will provide training, guidance, and development for the team members and ensure they are supported at all times, coaching them to ensure a high-performing team.
3. Duty Manager responsibilities - Planning the out-of-hours Duty Management rota for Europe along with acting as a Duty Manager, you are responsible for being part of the Global Duty Managers team, providing out-of-hours support to assist our guests staying in any destination. Your role involves ensuring that our guests are supported in case of any emergencies on a 24/7, 365-day-a-year basis.
4. Guest satisfaction - Guest satisfaction is a key measure of the performance of the concierge function, so you will need to have a good understanding of what is driving NPS for the business. You will understand that guest satisfaction and cost efficiency can be at odds and manage this accordingly, ensuring a balance between cost vs guests being happy.
5. Operational control – Acting as a senior escalation point and decision-maker for the team on guest goodwill and compensation payments whilst working with the teams to ensure our maintenance spend correlates with the severities of the issues incurred. You are process-driven whilst simultaneously understanding that not everything will follow a standard procedure.
Qualifications and Experience
* This role is fast-paced, and goals and targets can change; the successful candidate will be flexible, adaptable and amenable to change.
* Experience with a high-end or luxury product and service, as well as anything related to accommodation, hospitality, or the travel industry, is a bonus.
* You have a track record of delivering high levels of customer satisfaction, and you can demonstrate how to handle often challenging situations, coaching others to do the same.
* Experience in leading and managing a team to achieve goals.
* Exceptional organisational skills and ability to work autonomously.
* Ambitious and results-driven with a love of delivering top-quality customer service.
* Dynamic and responsive, with great communication skills.
* Solid team-building and problem-solving skills.
* Good commercial awareness.
* Sound judgment and decision-making skills, even under pressure.
Application Process
Stage 1 - Initial phone conversation in early January
Stage 2 - In person interview at our London office to include a written pre-interview exercise
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