Website Red Kite
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 are hiring a Guest Experience Executive to help deliver a fantastic guest experience within our Guest Support function and help to respond to guest messages, cover the emergency phone line and help improve property listings. This is a fast paced and autonomous role, balancing 24/7 365 day support with empathy, care and operational rigour.
Role / duties:
- Answer phone, emails, texts, and chats in a clear and timely manner assisting guests before, during, and after their stay
- Cover the emergency 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
- Optimise and improve listings to help engage and convert guests
Skills / Requirements:
- Strong written and verbal English communication
- 2-5 years customer service experience including: live chat, phone and email
- Confident with UK + international guests
- 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 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:
- Stable fibre Internet with a minimum speed of 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
Hours:
You will work set evening shifts across four days per week, including one weekend day as standard. 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 individuals with a strong work ethic who are reliable, punctual, and committed to supporting the wider team when needed.
Shift Pattern 1 (4 Days Per Week)
Monday: 3:00pm – 12:15am (1:00pm – 10:15pm UK time)
Tuesday: 3:00pm – 12:15am (1:00pm – 10:15pm UK time)
Friday: 3:00pm – 12:15am (1:00pm – 10:15pm UK time)
Sunday: 3:00pm – 12:15am (1:00pm – 10:15pm UK time)
Shift Pattern 2 (4 Days Per Week)
Wednesday: 3:00pm – 12:15am (1:00pm – 10:15pm UK time)
Thursday: 3:00pm – 12:15am (1:00pm – 10:15pm UK time)
Friday: 3:00pm – 12:15am (1:00pm – 10:15pm UK time)
Saturday: 3:00pm – 12:15am (1:00pm – 10:15pm UK time)
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.