Guest Coordinator role for a fast growing UK property business

Guest Coordinator role for a fast growing UK property business

Job Posting for Guest Coordinator (Out-of-Hours / Weekends)
Position: Guest Coordinator (Remote)
Hours: 40 per week
Weekend Cover: 10am - 6pm UK time
Midweek Cover: 1pm - 9pm UK time
Days Off: Tuesday & Wednesday or Wednesday and Thursday.
Training Schedule: First two weeks, aligning hours with current guest coordinator for optimal training experience (Mon-Fri).
Company details: Seven Space (based in Norwich,UK)

About Us:
We are a serviced accommodation business based in Norwich, UK offering high-quality accommodations for short-term stays. As part of our tight-knit and supportive team, you’ll play an essential role in ensuring guest satisfaction and operational efficiency. We prioritize a supportive and flexible work environment where each team member is encouraged to grow and contribute directly to not only our success but their own career growth aspirations.

Role Overview:
We’re looking for a highly organized, proactive Guest Coordinator to manage guest communications, support with check-ins, and assist with operational needs during our out-of-hours and weekends. This role includes handling calls from guests, though it’s not a typical BPO or call center environment with call quotas. We treat our team members like real people, not robots! Calls usually involve guest inquiries or check-in details and sometimes handling check-in issues. Handling these calls is part of the responsibility to ensure smooth guest experiences. Think of this role as like a virtual hotel receptionist. Most messages come in via our online platform and will be handled via email.

Key Responsibilities:
Manage guest communications via Guesty (the market leader PMS), including reservations and check-in inquiries
Address guest issues with empathy, prioritizing their satisfaction.
Respond to calls as needed to assist guests. (This role typically involves handling guest complaints, answering inquiries about check-in details, and resolving any issues that arise during check-in or throughout their stay. Some days may involve just a few calls (around 3), other days none, and occasionally more than five. However, we are a growing business so this will eventually increase. Unlike a typical BPO setting, this position does not have call quotas or strict average handle time (AHT) requirements. The focus is simply on supporting guests as needed, and you’ll be able to answer calls directly through an app on your phone.)
Track cash reservations, process payments, and manage guest reviews on Airbnb and Booking.com. Full training given.
Coordinate with the Operations Manager and cleaners to resolve guest issues promptly
Maintain property information in management platforms (Guesty, Asana), ensuring accuracy
Upload new properties and update SOPs as required
Support the Director or Manager with urgent admin tasks if necessary

Tools & Skills Required:
Experience in the short term rental industry (preferred but not required), customer service, or any related guest management roles.
Proficiency in Guesty, Asana, Google Workspace, Breezeway, PriceLabs, and Booking platforms (Airbnb & Booking.com) is a plus (but not required)
Strong English communication skills
Ability to handle high-priority requests calmly and effectively

Pay and Benefits:
Hourly Rate: PHP 250, with the potential for rapid increases based on performance.
Hours: Full-time, 40 hours per week, with a 1-hour lunch/dinner break.
Training Provided: Paid.
Payment: Weekly, via Wise.
Additional Benefits:
Holiday and bonus day schemes.
Performance-based cash bonuses (to be introduced for all staff in January).
13th Month Pay (pro-rata, attendance-based).

Application Process:
If you're an exceptional VA with the skills and knowledge we're looking for, we'd love for you to apply. ????

Fill out the application form linked below.
The form will ask for your basic information, work experience, and technical setup.
If you are successful at the initial application stage, you'll then also record a short video introduction of yourself and complete a few exercises to showcase your skills.

Fill out the application form linked below.

Click here to get started:
https://docs.google.com/forms/d/e/1FAIpQLSedND3FcW5-Qei8mK4oUKh3Q7RQSO5ZGBSP5ZkVV6bwwOZpxA/viewform?usp=sf_link

Please note, we ONLY accept applications through this application process. PLEASE DO NOT use the website’s message board as we don’t monitor this. If you have technical difficulties completing the application form, please email us at: info@seven-space.co.uk and CC cent@seven-space.co.uk.

We will respond to all applicants within 10 days thereafter. We would appreciate it if you do not email us to confirm receipt or send your CV. We will request your CV and references from you if you progress to the interview stage. I look forward to hearing from you.

Click here to get started:
https://docs.google.com/forms/d/e/1FAIpQLSedND3FcW5-Qei8mK4oUKh3Q7RQSO5ZGBSP5ZkVV6bwwOZpxA/viewform?usp=sf_link