Guest Success Associate

Job Title: Guest Success Associate

Role Overview

The Guest Success Associate provides dedicated support to guests through communication, coordination, and problem-solving. This role focuses on ensuring a smooth and positive guest experience, without involvement in property ownership or management.

You will serve as the main point of contact for guests, coordinating with third-party property partners to address questions, concerns, or requests before, during, and after their stay.

Key Responsibilities

• Serve as the primary contact for guests, assisting with booking inquiries and requests
• Handle all guest communications clearly, professionally, and in a timely manner
• Coordinate with property partners regarding check-in details, guest needs, and special requests
• Help resolve guest issues by working with third-party providers, ensuring satisfactory outcomes
• Provide guests with clear instructions and updates throughout their stay
• Track, document, and follow up on guest concerns until fully resolved
• Maintain a consistently positive guest experience
• Accurately document all guest interactions, updates, and resolutions
• Demonstrate sound judgment, attention to detail, and effective problem-solving in all interactions
  
  

• 3+ years of experience in guest communication, customer service, hospitality, or a related role
• Strong spoken and written English communication skills
• Calm, professional, and empathetic when handling guest concerns
• Ability to multitask, prioritize requests, and manage multiple guest interactions simultaneously
• Organized, detail-oriented, and proactive in resolving issues
• Excellent problem-solving skills and sound judgment
• Experience with short-term rentals, serviced accommodations, or hospitality is a plus
  
  

• Customer-focused, empathetic, and committed to creating a positive guest experience
• Comfortable working with international guests
• Skilled in coordination, follow-ups, and maintaining smooth guest operations
• Reliable, solution-oriented, and proactive in addressing guest needs
• Willing to work onsite at our BGC office and during UK time hours