Ground Quality Operations Associate

About Us

GuestReady is a globally leading short-term rental management and hospitality company, providing great services to property owners, and amazing stays to guests. We are currently operating in the United Kingdom, France, Portugal, Spain and the United Arab Emirates, and we’re growing fast. Launched in 2016, with over 3.3 million guest nights sold, generating over $170 million in Gross Booking Value and managing a portfolio worth over $1 billion, GuestReady is a company on the rise.

At GuestReady, our purpose is to revolutionise the short-term rental industry through innovative technology and a commitment to hospitality. We empower landlords to turn their investments into profitable sources of income by streamlining the rental process from start to finish. From creating listings across multiple platforms to managing guest communications, housekeeping, key exchange, and price optimisation, our team of experts handle every aspect of the rental experience, freeing landlords from the hassle and stress of property management. Our mission is to bring the tradition of hospitality to the short-term rental market and provide peace of mind for our valued clients.

As a Quality Executive at GuestReady, you will play a pivotal role in ensuring the highest standards of guest satisfaction across our global market. You will be responsible for handling guest reviews, resolving issues from various platforms, and building positive relationships with key stakeholders, including platforms like Airbnb. This position requires a proactive and resourceful individual who can collaborate effectively with cross-functional teams to ensure favourable outcomes for our guests, hosts, and GuestReady.

Responsibilities

• Conduct thorough property audits to ensure adherence to quality standards and enhance guest satisfaction.
• Manage logistics related to property audits, including coordinating necessary corrections and ensuring timely implementation of corrective actions.
• Actively contribute to building and structuring the team, fostering a collaborative and efficient work environment.
• Collaborate with cross-functional teams to address high-level escalations and drive resolution.
• Demonstrate resourcefulness and proactivity in handling cases, becoming self-reliant and fully autonomous over time.
• Make informed decisions on cases, guiding other teams towards resolution and ensuring clear communication throughout the process.
• Maintain attention to detail in understanding timelines and documentation when managing cases, ensuring accuracy and efficiency.
• Provide feedback on cases that require improvement, contributing to continuous growth and process enhancement.
• Embrace constructive feedback on performance and actively participate in meetings and planning sessions related to review-related issues.

Requirements

• Bachelor's degree in Hospitality Management, Business Administration, or related field.
• 2+ years of experience in a customer-facing role, preferably in the hospitality or property management industry.
• Strong communication and interpersonal skills, with the ability to build rapport and manage relationships effectively.
• Proven ability to handle high-pressure situations and resolve conflicts with tact and diplomacy.
• Excellent problem-solving skills and a proactive approach to addressing challenges.
• Detail-oriented with a focus on accuracy and efficiency in task execution.
• Ability to work independently while also collaborating effectively within a team environment.
• Proficiency in English; additional languages are a plus.
• Experience with short-term rental platforms such as Airbnb is desirable but not required.

Benefits

• Be part of a high-growth industry experiencing the biggest travel rebound in a century.
• Become part of a fast-paced high-growth start-up.
• Join a diverse and multicultural team spanning several countries.
• A collaborative work culture with no room for office politics and big egos.
• Join a dynamic work environment with flat hierarchies and space for your own ideas.
• Drive and own challenging and diverse projects.

We encourage you to apply even if you are missing a skill or two! Don’t undervalue yourself and miss out on an incredible opportunity even though you are a 70% fit- a lot of things can be learned through experience, and skills can be transferable. Let’s work together to fill the gaps!

Diversity and Inclusion

GuestReady is proud to be an equal opportunity employer, and we are committed to providing an environment of mutual respect and inclusion to our teams all over the world. We are proud to say we have a diverse team spread globally and value the unique talents of all our people, with different personal experiences and points of view. We do not accept any discrimination on the basis of race, colour, gender, religion, sexual orientation, disability, age, culture, and warmly welcome applications from members of underrepresented groups.