JOB DESCRIPTION

This is an exciting opportunity for engaged individuals to take the next step towards their career progression and join our enthusiastic and friendly operations team at QIG. Our growth in recent years is based on our passion and attention to details. Although we are a global company, we truly believe it is the little things that count at QIG. We are looking for dynamic, communicative and collaborative people that are passionate about hospitality industry. Join a growing company with plenty of opportunities to develop yourself and others by creating a supportive and friendly work environment where new ideas are always celebrated! We would be delighted to have you applying for QIG team.

ROLE OVERVIEW:

The main purpose of the role is to support the Guest Experience team to ensure the smooth running of 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 expected to work closely across all departments within QIG and maintaining relationships with suppliers, bookers, landlords and managing agents is essential as well as developing new relationships with network partners.

MAIN RESPONSIBILITIES:

• To process and action incoming emails, live chat and telephone calls following the company procedures.
• Provide the guest with a seamless sense of welcome starting with the pre-arrival process until the time they step into their apartment and to assist them throughout their stay.
• Facilitating pre arrival checks, pre arrival inspection report and pre departure checks in line with the appropriate service level agreement.
• Manage guest issues efficiently to provide first class customer service and prevent complaints.
• To effectively communicate with Aeria Apartments Approved suppliers across the globe and report any
• To be confident in dealing with guest issues personally; with good understanding of when issues require escalation.
• Encourage guests to complete guest surveys to improve standards.
• Provide recommendations and new ideas to improve the customer experience.
• To be as familiar with London procedures in order to support guests as required.
• Meet and greet of arriving guests when required.
• Have the confidence to remotely check-in guests over the phone and guide them to their respective apartment.
• To liaise with the Housekeeping and the Maintenance teams where necessary to ensure that the customer has the best experience.
• To understand LONDON market and to assist with guest enquiries as required to support the Guest Experience Team to ensure the best experience to our guests.