[BILINGUAL] SPANISH & ENGLISH speaking, Reception Team Agent

Pass the Keys is one of the leading short-let management companies in the UK. We are looking for new members to join our guest support team.

If you are a tech-savvy individual with a passion for customer service who has experience with Airbnb as a guest or as a host, then this may be a fit for you!

SCHEDULE: 9.00 am to 7.00 pm UK time

General description of the job and responsibilities:

1.Guest Messaging

Help the guests with pre-booking enquiries as well as questions during their stay.
Ensure friendly and high-class guest service;
Respond to and anticipate the guests’ needs
Manage and resolve guests’ problems;
Identify and escalate priority issues, coordinating with different functions in the business.
Ensure all practices are in line with published LMS training documents
Other tasks assigned by the duty manager

2.Guest Calls

Help guests find the property and/or the key safe, operate house appliances and organise additional services.
Help troubleshoot problems with hot water, boilers, etc.
Help solve problems with cleaning and linen;
Help with over-bookings and relocations;
Ensure all practices are in line with published LMS training documents
Other tasks assigned by the duty manager

3.Reservations and Listings

Manage and process Airbnb Bookings
Manage and process Multiplatform Bookings (360 trained only)
Manage cancellations and refunds across all platforms (360 trained only)
Manage the Guest verification process across all platforms (360 trained only)
Ensure all practices are in line with published LMS training documents
Other tasks assigned by the duty manager

4. Operational Support

The first line of operational support out of business hours
The second line of operational support within business hours
Ensure all practices are in line with published LMS training documents
Other tasks assigned by the Duty manager


Language requirements:

Important note: you will be expected to provide documentation confirming your English and Spanish level. If you succeed in the first round of assessment and resume review, there will be a language proficiency interview conducted. If we confirm your level of Spanish is adequate, you will be invited to the final round of interviews.

-Knowledge of Spanish at level B2/C1 according to the Common European Framework of Reference for Languages (CEFR) levels is to be proved by valid documents if required.
-Knowledge of English at level B2/C1 according to the Common European Framework of Reference for Languages (CEFR) levels is to be proved by valid documents if required.

The Freelancer reports to the Pass The Keys/ Operations and Service Delivery Manager/ Team Leader and the Company General Management.

Who are we looking for:
-A Tech-savvy individual with a passion for Customer service
-An experienced Airbnb user (as a Guest or a Host)
-Someone able to work on a rota basis but be available ad hoc is required
-Someone aligned with our values:



-We Deliver What We Promise
-We Take Ownership
-Every Week A Better Company
-We Care
-We Don’t Waste Resources
-We Are Proactive

Please send your application directly through docs.google.com/forms/d/e/1FAIpQLSfo9eOmDCyXfzyng7nZvMiz_6MBF27boBNGdeSoemSZQmRG7Q/viewform



Level of Compensation :

Lvl 1 Trainee, entry-level: £3.60/ hour
Lvl 2 Airbnb Specialist: £4.00/hour

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360 in Training: £4.40
360 Level 1: £5.00
360 Level 2: £5.60