Guest Experience Specialist

This is a guest-focused role that calls for proactivity and teamwork. Together with your fellow Guest Experience Specialists, you will deliver a high standard of guest experience to all guests who come into contact with Propr. You need to be calm under pressure and be able to convey genuine empathy. You need to be able to work in a team under high pressure, while also thriving when left on your own to make a plan in tough situations. You’ll work closely with Operations, Property Management and Maintenance to make sure all guests are looked after.

 

Details:

• Role type: Hybrid (between 1-3 days in office per week + initial training period of 3 months must be office based)
• Hours: Shift based role (rotation of early, mid & late shifts)
• Working days: Shift rotation including weekend and public holiday shifts (schedule will usually accommodate for off days to fall over a weekend at least once a month, other off days will be during the week)
• Transport: No staff transport.
• Benefits: No standard benefits.

 

What you’ll be doing:

• Keeping our guests happy!
• Representing Propr to clients and guests who contact the office
• Liaising between Property Managers, Operations, Concierges and our Guests
• Answering emails, messages and phone calls
• Creating bookings and taking payments
• Co-ordinating Concierges and checkins
• Problem solving with your team on a daily basis

 

Here’s our description of the ideal person for this job:

• Empathetic with high emotional intelligence
• Previous experience in hospitality or customer service (Minimum of 1.5 years – this is a key requirement)
• Confident managing high volumes of customer queries across email, messaging, and phone channels
• Able to work shifts (morning, day and night – only morning shifts in office)
• Problem solver (You love thinking on your feet!)
• Team player
• High attention to detail
• Uses high-pressure situations to propel forward
• Tech-savvy
• Communicates clearly, quickly and effectively both written and verbally

 

Benefits

At Propr, we’re all about building an amazing place to work – together. One where you’re supported, challenged, and celebrated. From day one, you’ll be backed by a hands-on specialised training team lead as well as having access to our next-level learning platform and resources to help you hit the ground running. We don’t do outdated systems or slow laptops. You’ll get great hardware and user-friendly, well-integrated software including our very own custom-built property management system – to help you work efficiently, collaborate easily, and skip the admin headaches.

We’ve got your well-being covered with October Health, a performance psychology-based mental health and wellness app, and after a year with us, we’ll invest in your growth with professional development opportunities—on us! We love a good vibe, so expect Friday office treats or drinks, epic season-end parties, regular social events, annual team building events that bring everyone together as well as a referral program that rewards you for helping us grow the team. Best of all, you’ll be surrounded by fantastic people who live and breathe our 5 H’s every day.

At Propr, you’re trusted to own your work and supported to grow with clear expectations and goals and above all, kind accountability. It’s not just a job—it’s a place where you can do great work and have a great time doing it.

Company values may seem like some corporate-bullshit-marketing-ploy, but when you are faced with a challenging situation they can guide you to the correct solution. Knowing our values will help you to make the right decision, even if it’s a tough one. At Propr, we have 5 H’s!

HONEST: We’re honest – even when it hurts. With colleagues, clients and guests we believe in transparency and owning up to our mistakes.

HUNGRY: We celebrate our victories and acknowledge our successes while striving to be better every day. We always want to be better. Better as a company and better as humans.

HUMBLE: What you have in your email signature doesn’t determine the value of your ideas or potential. We want each member of the team thinking critically about our company and processes. 

HELPFUL: We look at everything in terms of “how can I help” not “what is the minimum I am required to do in order to satisfy the conditions of my employment”. We have 3 customers; our teammates, our guests and our property owners. We want them all to feel that everyone in the team is there to help them. 

HAPPY: We work hard to make sure that everyone is in a role that they are great at and that has meaning to them.

 

To apply, follow this link:
https://careers.propr.co.za/jobs/Careers/798536000000514071/Guest-Experience-Specialist?source=CareerSite
(Applications without a Propr specific cover letter & applications with AI generated answers won’t be considered)