Stay Your Way. Serviced Apartments in London

Careers At Q Apartments

Global Guest Relations

Role Overview:

The main purpose of the role is to support the Global Helpdesk team to ensure the smooth running of the Q Apartments properties with key emphasis on improving guest experiences across the globe. This highly varied role would suit an enthusiastic multi-tasker with good listening skills to firstly understand guest needs and thereafter taking ownership to resolve any issues. You will be the first point of contact for any Q Apartment guests offering them exceptional customer service consistently.  A high level of customer service will be required to achieve GSS (Guest Satisfaction Survey) targets. The role holder will report to the Head of Operations.

The candidate will work on a 4 ON 4 OFF basis 12-hour shift between the hours of 11 am and 11 pm.

Relationships:

  • Reports To: Head of Operations
  • Liaising With: Operations Department

Responsibilities:

  • Provide the guest with a seamless sense of welcome from the time they step into our apartment. Courtesy calls for all arriving and departing guest, especially corporates.
  • Ensure a consistent approach to guest services and with the assistance of the Head of Operations to review and formalize procedures where applicable.
  • Manage guest issues quickly and efficiently to provide first class customer service and prevent complaints.
  • Understanding and prioritizing, guest complaints in the order of their severity and thereby acting as a bridge between guest and Q team to deescalate situation as, much as possible.
  • To effectively communicate with Q Approved suppliers across the globe and report any issues raised by clients staying at the respective properties.
  • To proactively follow up on the issues and thereafter revert to the client offering first class customer service.
  • To be confident in dealing with guest issues personally; with good understanding of when issues require escalation to the Head of Operations.
  • Encourage guests to complete guest surveys to improve standards.
  • Provide recommendations and new ideas to improve customer experience.
  • To be very familiar with the key contractors; managing agents and Landlords so that issues can be resolved quickly and efficiently

Competencies:

  • Experience of working for property Management Company or a Serviced Apartment will be beneficial.
  • Good command of written and spoken English is essential.
  • Minimum of Microsoft Office experience essential.

Systems & Products:

  • Manage own development to ensure the most efficient and effective use of Q Apartments’ software systems e.g.: Oscar. 
  • Be proficient with the Q product and have an in-depth understanding of common issues faced by guest within an apartment
  • Ensure all issue and complaints are logged and thereafter filed and or pending issues co-ordinated with the property services team in the order of their priority.

Work as a Team - Reservation Duties:

  • Ensuring all same day/next day arrivals receives check in codes by making contact with the guest.
  • Meet and greet of arriving guests where required. Provision of keys and show to apartments.
  • Time management. Using resources as effectively as possible.   
  • Respond to any issues or complaints guest may have during their stay, ensuring remedial action is taken where applicable.
  • Handling requests for ancillary services aiming to maximize sales and add value to customer bookings

Benefits:

  • Competitive Salary
  • 20 days paid annual leave
  • Company Pension scheme.
  • Discounted stays for friends and family

To apply: Send us an email with your CV and cover letter to recruitment@qapartments.com

For more career opportunities visit our careers page at: www.qapartments.com/career follow our social media channels to stay up to day with our latest vacancies.

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