Are you a highly organized and customer-focused individual with excellent communication skills? We are seeking a dedicated and proactive Virtual Assistant to join our serviced apartment company based in the UK. As an integral member of our team, you will be responsible for providing exceptional guest communication and support during evening hours. This is a remote position that offers flexibility and the opportunity to work from the comfort of your own home.
Responsibilities:
Engage with guests primarily in the evenings, responding to inquiries, reservations, and requests promptly and professionally. Utilize various communication channels, including email, live chat, and phone calls, to maintain a positive and efficient guest experience. Provide accurate information about our serviced apartments, amenities, and local attractions to assist guests in making informed decisions. Handle guest complaints and issues with empathy and a solution-oriented mindset, ensuring swift resolution and guest satisfaction. Coordinate with internal departments, such as housekeeping and maintenance, to address guest concerns and ensure a seamless experience. Maintain accurate records of guest interactions and transactions using our CRM system. Stay updated with apartment availability, rates, and promotions to effectively communicate options to guests. Collaborate with the daytime team to ensure a smooth transition and consistent guest service throughout the day.
Requirements:
Excellent written and verbal communication skills in English, with a friendly and professional tone. Previous experience in customer service or hospitality roles is preferred. Strong problem-solving abilities and the ability to handle difficult situations with tact and diplomacy. Proficient computer skills, including familiarity with email platforms, live chat systems, and customer relationship management (CRM) software. A reliable and high-speed internet connection, along with a quiet and distraction-free work environment.