Urban Rest provided pay range
This range is provided by Urban Rest. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range
A$58,000.00/yr - A$630,000.00/yr
Full Time Guest Relations Consultant

Sydney/Melbourne or Brisbane!

$58,000 - $63,000 plus superannuation

About The Business

Urban Rest, a fast-growing challenger in the serviced apartment and corporate housing industry, boasts properties across major Australian capital cities and recent market expansion into New Zealand and Europe, including London and Dublin.

About The Role

The Guest Relations Consultant will represent us to our clients by communicating with guests across the globe through all stages of the guest journey, either via email, live chat or on the phone. As the first point of contact for our guests in this fast paced high volume role. Your strong communication skills will shine through in this role by delivering first class service from enquiry to check out. Working on a rotating roster 7 days per week - shifts will vary between a 6.30am start - 8.30pm finish

We offer a flexible hybrid work environment, therefore, majority of the role can be performed remotely after being given full training. The ideal candidate will have previous experience in a similar role, be a customer service superstar in a similar industry and will be someone with a passion for delivering exemplary levels of service and experiences. There are a few things that will make you shine in this role; a passion for start-up’s and thinking on your feet, a genuine customer service focus and the ability to make autonomous decisions when it comes to guest requests and challenges.

Benefits And Perks

Employee and friends & family discounts at Urban Rest properties
Flexible hours and the option to work from home when business allows
ME Day’s and Volunteer Days available per year
Monthly social team catch ups
Quarterly team events
As the company grows, this role will provide plenty of room for career growth and progression
Pet friendly office in Surry Hills
We’re a social bunch and we strive to have a fun, friendly, and collaborative work environment

Responsibilities

Responding to guest enquiries through a number of channels, including live chat, email and phone
Coordinating Urban Rest Representatives to meet guests at our Meet & Greet properties
Being a voice for the guest through every stage of their customer journey with us, capturing feedback to ensure we constantly strive to exceed expectations and ensuring this is shared with the appropriate teams internally.
Liaising with the rest of the Guest Experience Team (Operations and Housekeeping) on any in-house issues or requests; keeping the guest informed at all times and efficiently closing the loop.
Championing NPS and ensuring all feedback is acknowledged on each of the platforms we operate on such as Airbnb, Booking.com and Expedia.
Other areas of Guest Experience as required by the business.

What We Look For

Proven working experience in a customer-facing role, call center experience advantageous
Great organisational skills and the ability to multitask to ensure high levels customer service
Someone capable of operating independently in a remote work setting or during after-hours shifts when immediate support is not readily available
Motivated to adopt new and emerging technologies with excellent IT skills
Knowledgeable with Google Suite is advantageous
Excellent verbal and written communications skills - this is super important as we operate as an entirely remote business and how we communicate says a lot about us as a team and as a business
Proactive attitude and ability to work with minimal guidance

At Urban Rest, we extend our invitation to candidates from Indigenous, neurodiverse, disabled, international, and diverse cultural backgrounds. Our commitment to fostering an inclusive workplace ensures that all applicants receive the necessary support and accommodations throughout the recruitment and onboarding process. We encourage candidates from various backgrounds to apply, as we value diversity and believe in creating an environment where everyone can succeed. Please let us know if you require any additional adjustments or support to help you through this process so you can shine as the best version of yourself.

How To Apply

Please submit your application through the link on this website by including an up-to-date resume with relevant skills and experience alongside a cover letter addressing how you meet the criteria and your interest in the role.

If you want to learn more about our company please see our website - https://www.stayurbanrest.com

We look forward to hearing from you!