We are onefinestay, the world's leading luxury private rental brand, where guests receive a unique opportunity to live like a local in exceptional private residences. Our mission is to provide our guests and homeowners with superior service, setting us apart from our competitors. 

The company launched in London in 2010 and became part of Accor in 2016. With each memorable stay, we deliver a level of personal service and professional hospitality unmatched in the private rental industry.

 

The Service team at onefinestay 

We are looking for a Service Executive to join our frontline team, ensuring guests have an amazing stay. They’re fully equipped to simultaneously prepare bookings, offer additional services and solve problems to make sure every guest has a seamless experience - and earn commission on any additional sales upon meeting KPIs! 

 

This is an on-call hospitality team like no other: a group of fast-paced problem solvers who eat queries for breakfast and (as a matter of honour) don’t pass the buck. That’s why we need a special sort – you’re dedicated to the cause, full of enthusiasm and a through-and-through people person. Collectively with the team, you’ll drive high NPS and customer satisfaction scores.

 

You will be the main point of contact for guests booking in our America’s destinations.  This role will also help to  provide seamless out-of-hours cover for other markets in Europe

 

What will you be doing?

Answer inbound calls and emails from our guests and provide them with friendly efficient solutions to any issues or requests they may have  Guide and assist clients with their trip planning once the accommodation is confirmed, ensure the operations team our villa partners have all the guest arrival details and all guest requests are in place Create experiences with the guest that will make their stay unforgettable.  Assist clients with troubleshooting problems as they arise Acting as the contact point between guests, operational suppliers and contractors to fix any issues that might arrive during a guest's stay Assist clients and accounting with the facilitation of payments Working with, and in some cases sourcing, worthy suppliers to help facilitate requests Being the main point of contact for any complaints and disputes arising from guests

Who are we looking for?

These are the essential requirements:

Must reside in or be willing to commute to Los Angeles A professional appearance and demeanor Flexible availability is a MUST for this position - we are a 7-day-a-week and 365-days-per-year team covering weekends and holidays Excellent communication skills, with the ability to communicate difficult messages clearly and empathetically; fluency in written and spoken English is required.  An active listener who can think quickly and critically under pressure Able to confidently solve complex problems, while maintaining customer satisfaction and controlling costs A keen commercial sense and operational coordination experience Possess the ability to deliver luxury hospitality services to all of our guests Superb organization skills in order to prioritize and manage a large volume of cases during peak periods, as well as work autonomously Ability to calmly thrive under pressure, perform consistently and work with a sense of urgency

These are the nice-to-haves:

Hospitality experience preferred - ideally in hotel and F&B, or retail Any other languages also welcome - Spanish in particular