Guest Experience Assistant Manager - Permanent contract - (f, m, x)

Joivy Ltd; City of Edinburgh; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading residential platform company in Edinburgh seeks a Guest Experience Coordinator to ensure excellent service and smooth operations. Responsibilities include coordinating team members, managing guest interactions, and supporting maintenance activities. Ideal candidates have experience in customer service and problem-solving abilities along with fluency in English. The role offers a salary of £28,000 per annum, with incentives and benefits including 33 paid holidays.

Benefits

Pension contributions

33 days holiday including Bank Holidays

Incentive target of £2,000

Qualifications

• Experience in hospitality or customer service.
• Self-driven to provide outstanding customer service.
• Fluency in English (C1 level), additional languages are a plus.

Responsibilities

• Support the Guest Experience Manager and coordinate team members.
• Act as first escalation point for operations and guest experience matters.
• Manage rotas and supervise team coverage.

Skills

Hospitality experience

Problem-solving

Fluent in English

Job description

About Joivy

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 co‑working—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 (32 yo average age & more than 30 countries of origin), 21 offices across Europe, 50 destinations and 6 countries (Italy, Spain, France, Portugal, UK, and Bulgaria). Joivy gathers the unique experience of DoveVivo, DoveVivo Campus, ALTIDO, Chez‑Nestor and Open and also includes the brands Joivy Renew (specialised in home renovation and turnkey furniture sales) and Joivy Invest, a business unit focused on real‑estate investments.

Role Purpose

Ensuring guests have the best possible experience and our property portfolio operates smoothly supporting the Guest Experience Manager coordinating a team of Customer Experience Coordinators and ensuring appropriate coverage for our communications with guests, performing directly a customer‑facing role when needed.

Key Responsibilities

• Support the Guest Experience Manager coordinating and training new and existing team members and maximise the effectiveness of the team
• Act as first escalation point for any operations and guest experience matters
• Ensure office and shift coverage, managing rotas and being first supervisory reference point attending the office according to shift pattern
• Manage runners’ productivity and organise their daily tasks
• Perform stock and inventory tracking for consumables
• Work with the maintenance team to ensure all properties are in the best possible condition and problems are resolved quickly
• Carry out other ad‑hoc work throughout the Scotland operations as required
• If needed, perform Guest Experience Coordinator duties, e.g.:
• Answer inbound calls from guests, clients and contractors
• Reply to messages by email and messaging from guests, clients and contractors
• Use online tools to manage reservations, calendars and property details
• Take messages and book callbacks with other team members
• Work with the Maintenance team to report, schedule and monitor repairs and renovations
• Carry out property inspections
• Complete inventories, check‑outs and inspections of long‑term rentals
• Conduct meet and greets and coordinate guest check‑ins/outs
• Maintain guides and manuals for properties
• Maintain the office, control stock and supplies, and perform light reception work

Required Skills & Qualifications

• You have experience in hospitality or customer service;
• You are a problem‑solver and self‑driven to provide outstanding customer service;
• You are fluent in English (C1 level, written and spoken) – additional languages are a plus!

Terms & Conditions

• £28,000 per annum for 40 hours per week (incl. lunch)
• £2,000 per annum incentive target
• 4 days a week shifts (8 am to 6 pm) based on rota, including weekends
• 33 days including Bank Holidays
• Pension contributions

Ready to take on the challenge? Join us now!

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