Website Red Kite
Guest Experience Executive
About Us
Red Kite is a boutique holiday home management company operating in the rolling hills of the Cotswolds and surrounding areas. We saw an opportunity to bring a fresh, modern and technology driven service to rural holidays in the UK.
Our aim is simple:
1) Deliver outstanding service to guests and owners
2) Grow with quality homes
3) Use technology and personality to set us apart from the competition
We have big plans to shake up the industry and expand our service to all inspiring homes and places throughout the UK, aiming to manage 500+ homes by the end of 2029, while maintaining a quality score of 90% five star review across the portfolio.
We’re looking for a proactive and highly organised Guest Experience Executive to help deliver exceptional guest support across our growing operations function. You’ll manage guest communications, support the guest 24/7 phone line, and help maintain high-performing property listings – all while delivering empathetic, solutions-focused service in a fast-paced, autonomous environment that operates 24/7, 365 days a year.
Role / Duties:
- Answer phone, emails, texts, and chats in a clear and timely manner assisting guests before, during, and after their stay
- Lead on answering our 24/7 guest phone line, answering within the first call and managing solutions remotely using our data and knowledge base
- Manage all distribution channels – ensuring seamless connectivity across Airbnb, Booking.com, VRBO, Marriott Homes & Villas, Google and our Direct channel.
- Resolve in-stay issues and property maintenance using our contractor network.
- Improving listings on our booking sites to ensure 100% accuracy across the portfolio, ensuring that what is advertised to guests stacks up in reality
- Be able to self educate and be able to find the answers you need from our database, shared google drive and notion pages
- Demonstrate a high level of attention to detail, adding any live issues to our shared handover page and taking ownership to see issues through to the end
Skills / Requirements:
- Strong written and verbal English communication
- Excellent customer service skills
- Keen problem solver in an ambiguous environment
- Able to work with little to no direction
- Ability to work under pressure, prioritising where necessary
- Capable of keeping calm when under pressure
- Excellent capacity to retain new knowledge
- Strong attention to detail
- Comfortable with using different tech systems
- Proactive, self starter who takes pride in their work
- Able to own your own area and able to handover effectively
- Positive approach to life and work – we are a “can-do” team
Desirable Skills:
- Experience and understanding of the holiday rental / leisure industry
- Experience of working within startups / fast paced environment
- Customer support experience, especially within the leisure industry or for a start up
- Can identify areas for improvement and provide solutions to improve processes
- Knowledge or previous experience with the systems we use internally including; Hostaway, Breezeway, Airbnb, Booking.com, Slack and Guidey
Technical Requirements:
- Internet speed minimum 30mbps
- i5 8th Gen or higher
- Windows 10 / MacOS Catalina or higher
- Minimum of 8 GB RAM
- Private and quiet dedicated home office area (no roosters, dogs, children’s noises in the background)
- Back-ups in case of power or internet provider interruptions
Shift Pattern:
You will work set shifts across four days per week, including one weekend day. These shifts will be scheduled in advance; however, they may be adjusted when required to cover annual leave or sickness within the team. As such, flexibility is essential for this role.
We are looking for an individual with a strong work ethic who is reliable, punctual, and committed to supporting the wider team when needed.
Shift Pattern (4 Days Per Week)
Monday: 8:00am – 5.15pm UK time
Tuesday: 8:00am – 5.15pm UK time
Friday: 8:00am – 5.15pm UK time
Sunday: 8:00am – 5.15pm UK time
Important: Hours will change end of October – end of March in line with daylight saving time in the UK.
Salary:
Salary for this role is $11,000 – $13,000 per year dependant on experience.
Location / Job Type:
Job Type: Full-time on a self employed, contractor basis via Deel
Language: English (Required)
Work Location: Remote (you must have your own equipment and minimum 30mbps internet speed)
Guest Experience Executive
Red Kite is a boutique holiday home management company operating in the rolling hills of the Cotswolds and surrounding areas. We saw an opportunity to bring a fresh, modern and technology driven service to rural holidays in the UK. Our aim is simple: 1) Deliver outstanding service to guests and owners 2) Grow with quality homes 3) Use technology and personality to set us apart from the competition We have big plans to shake up the industry and expand our service to all inspiring homes and places throughout the UK, aiming to manage 500+ homes by the end of 2029, while maintaining a quality score of 90% five star review across the portfolio.