Airbnb/Short Let Property Bookings and operations executive

Short Let Space is a leading supplier and operator of furnished short let accommodation in Oxford since

THE ROLE

This role is to manage the bookings, guest relations, operation and financial process for our short let property management business based in Oxford in the UK.

Job description

This is a remote role reporting to the Bookings Team Manager and is pivotal in supporting your manager.

Essentials

• Knowledge of the UK
• Fluency in English
• Fantastic communication skills
• Fast wifi/broadband
• Experience of working in an offshore role within a UK company
• Experience of working in either a hotel or Airbnb short let style booking team/property management company
• Ability to work in a team and quickly win trust and support of team members

You will be:

a) Delivering exceptional service to Short Let Space guests, which includes responding to booking inquiries, processing bookings, updating relevant parties, and handling guest and owner queries;

b) Ensuring accurate and timely completion of financial processes, with all systems properly updated and reconciled.

C) From an early stage showing the potential for team leadership and winning confidence and trust amongst other members of the team.

Main Duties

Enquiry Process:

• Understanding pricing calculations and providing commercial quotations to guests.
• Offering alternative property options if the initial choice is unavailable or unsuitable.
• Following up with potential guests who haven't booked, within agreed timescales, to maximise sales opportunities.

Booking Process:

• Managing guest booking confirmations and ensuring all parties receive written confirmation, including payment details and stay dates.
• Sending necessary property information and directions to guests within agreed timescales to ensure a smooth holiday experience.
• Contacting guests post-stay for feedback and informing relevant stakeholders of any necessary actions.
• Handling guest complaints and updating Short Let Space Directors, Housekeepers, and Property Owners as needed.

Control & Financial Process:

• Processing payments from guests according to booking terms and conditions.
• Performing bank reconciliations.
• Chasing outstanding payments.
• Managing security deposits and their refunds.
• Updating and reconciling booking and finance systems.

Other Duties:

• Participating in office operations, including general administration and ad hoc tasks necessary for daily business operations.

Collaboration with Property Owners:

• Handling calls from existing property owners, addressing their inquiries, and keeping Directors informed.
• Fielding calls from prospective property owners, gathering key information, and relaying it to Directors promptly to pursue sales opportunities.
• Keeping all relevant databases and spreadsheets updated.

This job description is not exhaustive, and additional tasks may be assigned as needed. The role is expected to evolve with business needs, in collaboration with the employee.

Qualifications & Experience Required:

• Proven experience in customer-facing roles and comfort with numbers.
• Previous sales and finance experience is desirable but not required.

Technical Skills Required:

• You will be very comfortable working with a wide range of cloud based technologies and agile to learn new technologies.
• Proficiency with Google sheets, manipulating data in spreadsheets and internet navigation.
• Comfortable with numerical data.

Competencies Required:

• Professional demeanour with a passion for exceptional customer service.
• Problem-solving attitude.
• Patience and empathy.
• Attention to detail.
• Self-motivated, able to work independently, occasionally alone in the office.
• Ability to retain detailed property information, policies, and procedures.

Standard Hours & Overtime:

• As a self employed contractor you will need to provide an invoice for your work in the format provided by SLS.
• It is your responsibility that you have a good WiFi connection to enable you to participate in online meetings.
• Working hours. The following shifts will apply and be planned in advance (UK time) Monday to Friday:
• 09:00-17:00
• 07:00-15:00
• 11:00-19:00

• You will be required to have an out of hours emergency phone for one 7 day period every 4 weeks.

• Remuneration: From 6,500 Rand per week

• Standard day is 8 hours
• You will be paid every 4 weeks in arrears