Community Support Specialist

Your Mission, Should You Choose to Accept It 

You are co-responsible for the daily operations and guest experience within the Service Hub. This includes driving guest satisfaction and commercial results, via our various contact channels, for all our locations and all our products/experiences. You have an open mindset and are always available with a friendly (digital) smile to meet the needs of TSH communities and the questions of random strangers. This is next-level guest services/support: together with your co-team members, you are the TSH specialist and first point of contact for our guests. You love to connect, engage, and recognize our guests. You make every interaction a memorable one. It is because of you every guest will become a raving fan of TSH! We are currently looking for two new team members to join our team: one full-time and one part-time position.

In Case You Don’t Know Who We Are 

Known for being the rule breakers in hospitality, TSH is a fun, creative and inspiring environment where everyone can work, stay, learn and play and most importantly – be themselves. As an employer we look, act and think like a hotel, but instead we offer a lot more. Think student accommodation, long and short stay options, gyms, talks, events, rooftop bar and eat & drink escapes as well as community and coworking spaces. Located in The Netherlands, Germany, Austria, Italy, France, Spain, Portugal, and the UK, with several new openings on the way, this hybrid hospitality concept may take root in the heart of Europe, but our plans are set for going global. 

What You’ll Do

• You’ll be responsible for the support of the guest-experience via our various channels, to ensure all our guest’s needs & expectations are met & exceeded.
• Execute all processes that involves guest requests, reservations, administrative tasks, privacy requirements.
• Work with our Hotel Management Systems (Mews), Zendesk, Salesforce and our other main systems.
• Advise our guests about the services and products TSH has to offer.
• Pro-actively recognise our community & build direct relations with everyone.
• Respond to inquiries via email, telephone and other channels regarding reservations, hotel information and guest concerns.
• Resolve guest’s challenges & complaints in a quick, efficient manner to maintain the guest satisfaction and quality of our service.
• Drive guest experience and commercial results; reach/overperform on your set KPI’s.
• Indicate/seek (new) Guest experience opportunities.
• Understand how to help our members & guests to make the most of their experience by making the right upsell and cross-sell recommendations.

Who You Are

• You have at least 1 to 2 years of relevant work experience in customer service (in hospitality is a plus);
• You’re fluent (verbal and written) in English and one of the following languages: Italian
• Staying on top of your game is of importance to you and you are able to keep your head cool in stressful situations;
• Extremely guest and service-oriented; 
• Flexibility and adaptability based on business needs (eg. working weekends and bank holidays);
• A positive can-do attitude and an absolute team worker;
• Organized and with a high level of attention to detail, multi-tasking, problem-solving skills and a hands-on mentality;
• Sales driven and commercially aware;
• Living in the Amsterdam area or willing to relocate at your own expense.

What We Offer:  

• The opportunity to work at a dynamic, multi-national company based in one of Europe’s most exciting cities.  
• We’re not just another hotel - we’re a game-changing innovator, challenging every convention and defining the future.  
• The chance to learn and grow in your role with the potential for future growth.  
• The opportunity to work for a Certified B Corp® company that balances profit with positive impact, collaborating with organizations like Movement on the Ground and the TSH Talent Foundation to create meaningful change  
• Awesome discounts on all our properties in Europe and not just for you, but also for your friends and family!  
• The freedom to work remotely or to come to the office – whatever suits you best!  
• A wonderful workplace to call home - full of events, fun-loving colleagues, and of course all of the other amazing salary and benefit stuff.  

Who you are, is how we want you to be. To us, hybrid hospitality goes across the board, from how we service our guests to how we represent ourselves. Here, everyone belongs, and we welcome people no matter their nationality, gender, age, sexual orientation, religion, or culture. Your authenticity keeps our team diverse. Come as you are.