We are onefinestay, the world's leading luxury private rental brand, where guests receive a unique opportunity to live like a local in exceptional private residences. Our mission is to provide our guests and homeowners with superior service, setting us apart from our competitors. 

The company launched in London in 2010 became part of Accor in 2016. With each memorable stay, we deliver a level of personal service and professional hospitality unmatched in the private rental industry.

Role purpose

Our service team members are our frontline specialists who ensure our guests have an unforgettable stay and our homeowners are kept in the loop on any issues that may arise. The service team is responsible for tasks ranging from everyday fantastic customer service to organizing maintenance contractors and coordinating with other teams. Often the only members of the team to interact with our guests in person, this role makes up the eyes, ears, and smile of our business.

The successful candidate will speak confidently and fluently with all sorts of people, whether that’s a doorman at a high-end property, a passing neighbor, or a VIP guest in distress. As a representative of the company, you’ll be knowledgeable when it comes to our homes and services, but also have the smarts to know when discretion is in order. 

This role will mainly be remote, with the exception of the Meet & Greets, Rapid Response calls and Home Registrations, where the perfect candidate will commute to our homes to meet with our guests, homeowners and/or vendors.

Duties and responsibilities

• Answer inbound calls and Emails from our guests/homeowners and provide them with friendly efficient solutions to any issues or requests they may have while in stay.
• Liaise between guests, homeowners, and contractors to fix any home repairs that arise during the stay.
• Collect detailed information from customers and the field to formulate a resolution response to issues within service delivery and cost guidelines. 
• Manage challenging communications with high-value customers (homeowners, guests, and travel agents) who are unsatisfied with our service, product or resolution offered.
• Coordinate issue resolution tasks within the field efficiently, whilst keeping the customer informed of your and their actions(maintenance technicians, contractors, cleaners, stay managers etc.)
• Assess the impact of the issue(s) experienced by the customer - taking into account the lifetime value of the customer, the impact on the brand and our contractual obligations - to offer a satisfactory compensation package within our guidelines, delivered in a way that emphasizes luxury hospitality standards. 
• Collectively with the team, you’ll drive high NPS and customer satisfaction scores.
• Work with your peers and management to drive organizational and process improvements throughout the business to prevent repeat issues from occurring. 
• When doing Meet & Greets, you would arrive in advance of guests, getting to know our homes inside and out, while troubleshooting any last-minute fixes. Once guests arrive, we introduce the home, the neighborhood, and our service, ensuring our guests are comfortable and happy before we leave them to enjoy the home.

Qualifications and experience

• Must reside in or be willing to commute to Los Angeles and have reliable transportation
• A professional appearance and demeanor
• Flexible availability is a MUST for this position
• Excellent communication skills, with the ability to communicate difficult messages clearly and empathetically; fluency in written and spoken English is required. Another language is a plus.
• An active listener who can think quickly and critically under pressure
• Able to confidently solve complex problems, while maintaining customer satisfaction and controlling costs
• A keen commercial sense and operational coordination experience
• Possess the ability to deliver luxury hospitality services to all of our guests
• Superb organization skills in order to prioritize and manage a large volume of cases during peak periods, as well as work autonomously
• Ability to calmly thrive under pressure, perform consistently and work with a sense of urgency
• Prior experience working in the hospitality industry, as well as with CRM's is a plus