Guest Support Officer

Role Summary:

A Guest Support Officer in property management is a key role focused on providing exceptional customer service to guests staying in managed properties. This role involves handling inquiries, resolving issues, and ensuring a positive guest experience from booking through to departure. The Guest Support Officer serves as the primary point of contact for guests, addressing their needs, coordinating with other departments, and managing any concerns that may arise during their stay.

Key Responsibilities:

• Serve as the main contact for guests, handling inquiries, and providing information about the property and local area.
• Address and resolve any guest complaints or issues in a timely and professional manner, ensuring guest satisfaction.
• Assist with booking confirmations, modifications, and special requests, ensuring that all guest requirements are met.
• Liaise with Villa Managers, Butlers, and other teams to ensure that the property is well-maintained and that guest needs are met promptly.
• Gather and report guest feedback to improve service quality and guest experiences.

Key Requirements:

• Previous experience in customer service or hospitality, particularly in a property management or hotel environment.
• Strong communication and interpersonal skills, with the ability to engage with guests and resolve issues effectively.
• Excellent problem-solving skills, with the ability to handle guest concerns calmly and efficiently.
• Strong organizational skills to manage bookings, inquiries, and guest requests effectively.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.