We’re Houst : A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We’ve grown fast. Since launching in 2015, we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.
We’re looking for a Guest Experience Specialist to join our team on-site in London. You’ll be the voice of Houst, creating great guest experiences every day.
Hours: Monday–Friday, 15:00–00:00
Location: 100% on-site, London (must live within a commutable distance, as late-night transport can be a concern).

REQUIREMENTS

• Based in London, within a commutable distance to our office (Second Home, Houst, 68 Hanbury St, London E1 5JL)
• Have the full right to work in the UK
• Fluent in English (spoken and written)
• Exceptional telephone manners, customer service, active listening and verbal, and written communication skills.
• Proficient in computer usage, particularly with CRM software.
• Strong multitasking and time management abilities.
• Proven problem-solving skills and the capacity to handle challenging customer interactions.
• Knowledge of the Airbnb platform and hospitality industry is beneficial (Desirable).

• Handle inbound guest messages and calls, following up on requests and enquiries.
• Resolve complaints quickly and professionally.
• Share accurate information about Houst properties, policies, and procedures.
• Manage reservations and bookings across platforms.
• Keep detailed records of all guest interactions in our CRM.
• Provide outstanding service via phone and email.