Guest Relations Italian market

Our Group
Joivy is the first comprehensive residential platform in Europe to offer a wide range of living spaces to its users - coliving, microliving, vacation, student housing, multifamily and coworking - and to support property owners and investors with a complete range of services to enhance their real estate assets: property management, asset management, and marketing strategy. Joivy counts 450 employees (32yo average age & more than 30 countries of origin), 21 offices across Europe, 50 destinations, and 7 countries (Italy, Spain, France, Portugal, UK, Luxembourg, and Bulgaria)

Joivy gathers the unique experience of DoveVivo, DoveVivo Campus, ALTIDO, Chez-Nestor and Open with the aim of enthusiastically innovating the European residential market, and also includes the brands Joivy Renew, specialized in home renovation and turnkey furniture sales, and Joivy Invest, business Unit focused on real estate investments.

Purpose of the role

Guest relations specialist maintain the relations with guests and prospects by replying incoming enquiries, provide information about the properties, provide support in case of occurred situations during the stay of the guests.

This role requires active communication with guests and third parties, written and over the phone. It is a priority to ensure pleasant and beyond-hotel hospitality experience for the guests, aiming to build trust and encourage them to visit Joivy property again, as well as recommending the brand to friends and relatives.

Key Responsibilities
• Communicate with gusts and prospects and maintain their inquiries, bookings, organize their arrival or departure
• Assist guests by answering enquiries in written or by phone
• Provide a swift resolution to guests queries and issues during their stay
• Work closely with employees in other departments and other offices to solve the case quickly and efficiently
• Communicate with representatives of partners' platforms (online travel agencies)
• Follow the guests' feedback in internet and write review
• Refund amounts or pay compensation, based on approved policies
• Prepare monthly reports and statistics on guests' reviews
• Apply company standards for servicing guests and property portfolio
• Perform also other tasks, assigned by the line manager or the company management

Requirements:
• Excellent communication skills, organization and time management skills
• Ability to take decision and stay responsible for them
• Outstanding written and spoken English/Italian
• Experienced with short-term rental platforms (AirBnB, Booking.com, HomeAway, etc)
• Graduated in the field of Tourism, Hospitality or relevant subject
• Graduated in Tourism or similar field
• Customer service experience
• Experienced with web-based applications

Positions available:

• Maternity Cover: Join us temporarily to fill in for a team member on maternity leave.
• Permanent Position: A long-term opportunity to grow with us and become an integral part of our team.

Disclaimer: In Joivy we celebrate Diversity, Inclusion, Equity and Belonging. Therefore, the entire selection process will be conducted in compliance with these criteria.

By submitting your application, you confirm that you have read and agreed to our Candidate Privacy Policy, you can find here: https://cdn.dovevivo.it/assets/docs/careers/privacy_policy.pdf