Community Support Specialist (Fulltime/Parttime)

at  The Social Hub

YOUR MISSION, SHOULD YOU CHOOSE TO ACCEPT IT:

You are co-responsible for the daily operations and guest experience within the Service Hub. This includes driving guest satisfaction and commercial results, via our various contact channels, for all our locations and all our products/experiences. You have an open mindset and are always available with a friendly (digital) smile to meet the needs of TSH communities and the questions of random strangers. This is next-level guest services/support: together with your co-team members, you are the TSH specialist and first point of contact for our guests. You love to connect, engage, and recognize our guests. You make every interaction a memorable one. It is because of you every guest will become a raving fan of TSH!
In case you don’t know who we are (ahem)
Redefining hybrid hospitality since 2012, TSH sets standards on a global scale. Offering a community driven, socially inspired hotel concept with student accommodation, as well as long and short hotel-stay options, eat & drink, gym and rooftop bar facilities and coworking for every demographic, the company’s success is unprecedented. With 16 hotels in 6 countries and plans to open at least 3 more locations each year until 2026, TSH is a fun, creative and inspiring environment where everyone can work, stay, learn and play. Thanks to an exceptional international team of changemakers, our one goal is to make society a better place for everyone.

• You’ll be responsible for the support of the guest-experience via our various channels, to ensure all our guest’s needs & expectations are met & exceeded.
• Execute all processes that involves guest requests, reservations, administrative tasks, privacy requirements.
• Work with our Hotel Management Systems (Mews), Zendesk, Salesforce and our other main systems.
• Advise our guests about the services and products TSH has to offer.
• Pro-actively recognise our community & build direct relations with everyone.
• Respond to inquiries via email, telephone and other channels regarding reservations, hotel information and guest concerns.
• Resolve guest’s challenges & complaints in a quick, efficient manner to maintain the guest satisfaction and quality of our service.
• Drive guest experience and commercial results; reach/overperform on your set KPI’s.
• Indicate/seek (new) Guest experience opportunities.
• Understand how to help our members & guests to make the most of their experience by making the right upsell and cross-sell recommendations.