GuestReady

General

• Handle guest inquiries and support requests professionally and efficiently.
• Resolve booking-related issues promptly.
• Troubleshoot problems and escalate when necessary.
• Ensure a high level of guest satisfaction through personalized service.
• Stay up to date with GuestReady’s systems and processes.

Guest Experience Specialist

Customer Support

• As the first point of contact for our customers, you'll ensure property managers get the most out of the RentalReady platform while delivering a seamless support experience.
• Responding to customer enquiries via tickets, chat, and email, meeting defined SLAs and prioritising requests based on urgency and impact.
• Troubleshooting product issues, configuration errors, and platform bugs, reproducing issues where needed to identify root causes.
• Escalating technical issues to our Product and Engineering teams with clear reproduction steps, relevant logs, and business impact.
• Supporting customer onboarding by guiding new users through setup, configuration, and platform best practices.
• Creating and maintaining knowledge base articles, FAQs, and response templates to improve self-service and reduce recurring enquiries.
• Monitoring service incidents and outages, proactively communicating updates to affected customers.
• Gathering customer feedback and sharing insights with Product teams to help shape future improvements.
• Collaborating closely with Customer Success, Finance, Product, and Onboarding teams to resolve cross-functional customer issues.

Customer Support Associate

• Clean guest rooms, bathrooms, kitchens, and communal areas to a high standard
• Change bed linen and replenish towels and guest amenities
• Prepare rooms efficiently for guest arrivals and departures
• Follow cleaning checklists and company procedures
• Report maintenance issues, damages, or missing items
• Update cleaning tasks using our housekeeping mobile app
• Work across both Euston and King's Cross properties as required during shifts
• Maintain consistent quality standards that contribute to an excellent guest experience

Housekeeper – Hotel

• Visit properties to troubleshoot and resolve maintenance issues.
• Perform general maintenance tasks to keep properties in excellent condition.
• Ensure all work is completed to a high-quality standard.

Freelance Maintenance Technician

Operations

• Build and maintain strong, trust-based relationships with guests
• Support daily operations across departments including Maintenance and Housekeeping
• Manage reservations, guest communication, and day-to-day operational tasks
• Use our PMS and internal tools to coordinate information effectively
• Ensure smooth processes and consistently high service standards
• Solve problems quickly while delivering exceptional guest experiences
• Use AI tools to improve operational efficiency, automate repetitive tasks, and support data-driven decision-making processes.

Guest Experience Specialist

Customer Support Associate

Housekeeper – Hotel

Freelance Maintenance Technician

Operations Associate