Guest Experience Executive – French, English Speaking

This is a fully remote position, open to applicants in Morocco.

📋 Description

• Addressing incoming messages and calls, swiftly and calmly resolving issues.

• Dealing with complaints confidently and with empathy.

• Overseeing reservations and bookings to ensure seamless operations.

• Offering clear information regarding properties, house rules, and procedures.

• Gathering and verifying guest ID documents, submitting necessary details to regulatory systems.

• Confirming that all pre-arrival information is complete prior to check-in.

• Engaging in concierge outreach to enhance the guest experience.

• Accurately recording all interactions in our CRM system.

• Committing to a 5-day work week with 8-hour rotating shifts between 11:00 AM and 12:00 AM UK time, including weekends and public holidays.

⛳️ Requirements

• Proficient in English and French, both written and spoken, at a fluent or business level.

• Exceptional customer service skills and a confident phone demeanor.

• Outstanding written communication abilities, maintaining professionalism and composure under pressure.

• Proficient in multitasking across various systems and discussions.

• Comfortable using CRMs and digital tools effectively.

• Strong problem-solving skills, particularly when addressing upset guests.

• Previous experience in Airbnb or hospitality is advantageous but not mandatory.

• A dedicated, quiet workspace is essential.

• Headset with microphone and webcam required.

• Reliable high-speed internet with a backup, minimum of 5 Mbps.

• A laptop or desktop with at least a quad-core 2.5GHz CPU, 8GB RAM, and 128GB SSD.

• This position is a contractor role.

• Government-mandated benefits are not provided.

• Equipment will not be supplied; you must meet the minimum technical requirements prior to starting.

🏝️ Benefits

• Opportunity to work in a dynamic and supportive environment.

• Develop your skills in customer service and hospitality.

• Flexible scheduling options.