As our Reservation & Guest Experience Associate, you will be responsible for ensuring that we convert more people as paying guests for our lovely homes and that our guests enjoy a positive and memorable experience during their stay with Hostmaker. You will be the key representative of our brand, and as such you will need to anticipate guest needs, and handle inquiries in a helpful and attentive manner. You will take personal responsibility for ensuring that all inquiries pertaining to guest sales and guest satisfaction are resolved in a timely, professional and delightful manner.

We are looking for an individual that has worked in high level customer service either in multichannel contact center and has a demonstrable background in achieving KPIs and delivering seamless customer service. We operate on a 7 days, 24/7 service center in Bangkok. Therefore the candidate needs to be flexible in terms of shifts, including weekends and evenings. An individual that has used a host of software applications and is comfortable using them for day to day work.

• Duties
• To answer all inbound reservations inquiries via email or phone in a timely and professional manner.
• To monitor the reservations and in-stay guest inboxes and phone lines on a ROTA basis.
• To apply our negotiation, sales and analytical skills to put forth the best suited stay options to any inquiring clients and converting them to paying customers.
• To achieve individual and team KPI targets of occupancy and revenue in terms of guest sales.
• Coordinating and liaising with all related teams (Account Management, Operations and Pricing) in real-time to ensure we secure good quality reservations for the Hosts and that guest resolution is swift and seamless when they encounter issues during their stay.
• To schedule and coordinate guest check-ins in liaison with the Operations and Welcome Wizard teams to ensure we provide a superior check-in experience to our guests.
• To achieve individual and team KPI targets of responding to and solving in-stay guest issues via email or phone in a timely and professional manner.
• Following up to a set targeted 5* guest reviews per week.
• To apply quick thinking, proactivity and creative initiatives when issuing refunds to guest for service deficiencies balanced with the Host's expectation.
• Having demonstrable skills of time management and prioritising while managing heavy workload and tasks.
• Always be personable and sympathetic towards the guest and go above and beyond to provide our guest a 5* experience with creative and efficient problem solving.
• Working with your team leads and City General Manager towards bettering our Guest product in Bangkok.
• To work towards achieving collective NPS scores for Hostmaker's service and serving customer delight every stay of the guest's journey.

• Holding experience within hospitality or call centre environment preferred but not a must.
• Ability to think outside the box and problem solving skills are a must.
• Has a good telephone manner and has a clear idea on how to deal with customer escalations.
• Basic arithmetic and stellar negotiation skills as you will be putting through many offers and issuing guest refunds.
• Exposure to systems including Front, Asana, G-Suite, Macbook will be preferable.
• An aspiration to grow within Guest Experience team.
• A team player who can adapt to different needs of the business.
• Hostmaker is an entrepreneurial fast paced workspace so the ability to adapt and change is critical.
• Japanese language will be a plus.