Guest Experience Representative

Job Title:  Guest Experience Representative

Location:  Ayia Napa 

Type: Full Time (12 Months)

Min. Experience:  Entry Level

If you are interested in a seasonal role, please inquire for further details.

Combines office hours and remote work Starting: Full Time – 5 days a week.

Timetable: 8 hours - 9:00 – 17:00 or 15:00-23:00 according to needs. (you can organise your timetable with the rest of the team)

Starting Net Salary for Training: €1000 (5 days) – (experience will be considered).

• 13th Salary
• Social Insurance and GESY contributions
• Paid Holiday Fund
• Fuel is paid extra
• Flexible Offs days

Please submit your CV:  [email protected]

What's App: 35799539525

About STAY

We are STAY– a start-up short-term rental Management Company, which provides professional services to property investors, homeowners and Airbnb hosts in all cities and villages of Cyprus. Our mission is to leverage new technologies to unlock the full potential of real estate in Cyprus. Our short-let services include everything from listing creation to guest communication, housekeeping, maintenance coordination, key management and price optimisation.

The role:

The role’s main tasks include office hours based in Ayia Napa (overseeing OTAs, listing creation, online reservations management) and a guest-facing customer relations support role (coordinate cleaning, property visits & inspections before check-in, communication, guest support, check-in, maintenance coordination etc.) which will suit an individual with an entrepreneurial spirit, great people skills and a passion for delivering excellent customer service, who wants to gain valuable experience and exposure at a rapidly scaling start-up. This could be your opportunity to join a high-growth and dynamic start-up and compete with your skills, experience and exposure to build yourself and build the company at the same time. Junior to more experienced candidates will be considered - with a level of responsibility depending on the candidate. 

These will be your tasks:

• Connecting with guests before, during and after their stay, providing great customer service in person, over the phone, through OTAs and e-mail - performing personal (or assisted self) check-ins and check-outs for guests when required.
• Take full responsibility to keep providing an amazing guest experience, with excellent attention to detail and a personal touch
• Quality controlling the guest experience and promptly addressing any issues raised during or after their stay, without the need for direction - look after cleaning issues and maintenance issues
• Being the ‘behind-the-scenes’ face of STAY, when it comes to dealing with guests
• Working closely with the rest of our STAY Team to devise the best ways to make our guests happy
• Supporting and assisting the team with any other day-to-day operational tasks, if and when its required
• Helping to devise and implement new processes to ensure we are able to provide an amazing guest experience, at an ever-growing scale
• Speaking with homeowners answering their questions about their properties (Client relations)
• Checking (organising) the properties inventory and making reports to the manager and homeowners

We are looking for:

• Understanding the difference between a start-up VS a well-established company and being able to work under these conditions. Your motivation should be to help the company grow while improving your skills and knowledge
• Confident person who loves dealing with people and making sure guest satisfaction is a priority
• Challenge seeker and problem solver!
• Fluency in written & spoken English (Russian and Greek will be a benefit)
• Ability to work remotely and autonomously, for instantly troubleshooting any problem
• Multi-tasker, able to work under pressure, staying calm and composed, always delivering great customer service, no matter the situation
• Property Management requires prompt communication amongst the team
• Able to prioritise many tasks at the same time and manage time efficiently, without the need for direction.
• Detail-oriented individual with a strong focus on detail and
• Previous customer service experience is a PLUS!
• Interest in start-ups and the sharing economy is a big plus. Ideally you will have experience using home-sharing platforms such as Airbnb, Booking.com, etc. and a passion to see the concept flourish
• We are a 24/7 business so no qualms about working on a 7-day roster and shift work, including weekdays, weekends, mornings and late evenings – Offs and shifts are flexible
• As the person responsible for the overall day-to-day operations of the Customer Relations (guests and property owners) function, your driving passion is to create a great customer experience. You should always be learning from our customers’ experiences so that we continually improve their experience across all touchpoints.
• Able to use a computer and good knowledge of MS Office
• Able to use WhatsApp and other messaging platforms

Additional requirements that will be considered a benefit

• previous experience in tourism or hospitality preferred but not required
• previous experience in professional cleaning preferred but not required
• previous experience in professional maintenance preferred but not required
• able to work 6 days a week when needed in high season
• Summer high season flexible working hours (requires weekend hours)
• access to a car
• Use of social media is a strong advantage

We're offering these benefits:

• Work with highly motivated team members spread across Cyprus so here’s your chance for networking and learning from industry experts.
• Exposure to the fast-paced world of high-tech start-ups, with excellent growth opportunities
• You will be working with highly motivated visionary founders who want to see the company find success along with their employees and partners.
• Opportunity to look after guests and visit different locations and our homes across Cyprus
• 5 or 6-day work week, 8 hours, shift-based 1) Morning shift 9:00- 17:00 & 2) Night shift 15:00-23:00, with 2 days off. (work includes weekends) some days you will work morning and some days afternoon till 23:00.
• Casual working attire, no ties, unless you want to wear them!
• Discounted stays at STAY-managed properties.
• Work in a cool co-working environment.
• A dynamic work environment with space for your own ideas.
• Decide about your offs and shift by communicating with the rest of the team
• 13th Salary
• Social Insurance and GESY contributions
• Petrol is paid extra
• Paid Public Holidays 1:2
• Paid Annual Leaves