Joivy
Guest Experience Coordinator
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Guest Experience Coordinator
Customer Relations Assistant (Edinburgh) – [Some Rota-Based Flexibility]
About Joivy & Joivy Scotland
Joivy is Europe’s first comprehensive residential platform, offering a diverse suite of living solutions—including coliving, microliving, vacation rentals, student housing, multifamily, and coworking—along with end-to-end services for property owners and investors: property management, asset management, and marketing. With 400+ employees (average age 32, >30 nationalities of origin), Joivy operates across 21 European offices, 50 destinations, and 6 countries, including Scotland.
Our UK subsidiary, Joivy Scotland, establishes us as a premium rental management company in Edinburgh, adopting an attention-to-detail hospitality philosophy. We oversee:
- Over 160 homes for individual owners
- 60+ B2Bmanaged units
- Portfolios of serviced apartments, long-let properties, and rural retreats
London’s dynamic property landscape demands flexibility, expertise, and passion. We’re scaling beyond Scotland’s borders and prioritise a stand-out experience for clients and guests.
The Role: Hybrid Flexibility (Office & On-Site)
Positioned primarily at Joivy’s HQ in Edinburgh, but entailing external travel across our expanding portfolio, this role ensures seamless guest and property owner experiences—acting as both a first point of contact and a persistent floor-keeper.
Key Objectives
- Exemplary guest & client relations across all touchpoints
- Maintenance of operational efficiency in service and estates
- On-demand problem-solving—diplomatically handling diverse, service-led requests
Core Responsibilities
- Communication & Support
- Outbound/Inbound: Answer calls and triage tech, client, and hosting issues
- Messages: Handle emails, WhatsApp (via Joivy’s ENSO platform), and born-digital requests with insightful, urgent prioritisation
- Reservations: Oversee creation, amendments (including via Airbnb/Booking.com extranets), and cancellations with minimum friction
- Guest Onboarding: Facilitate meet-and-greets, check-ins, and check-outs for incoming guests
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External Rentals & Operations Coordination
- Corporate Work: Expedite B2B/reseller teams for group bookings/setup
- Maintenance Liaison: Flag urgent/routine repairs, coordinate use of property maintenance teams, liaise with trade partners and owners
- Incident Response: Trouble-shoot non-operational guest issues (e.g., utilities/molest reporting); field outbreak diagnostics & disinfection coordination
- Document & Quality Control: Maintain an up-to-date digest of house rules, FAQs, and inspection reports, tracking compliance with property and safety regs
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Internal & aesthetics-level oversight
- Stock & Stocktake: Order cleaning supplies/amenities and monitor usage; replenish faulty items
- Inventory & Maintenance: Carry out/ Manage recurring inspections—short and long-term checks for wear-and-tear; collect-in glasses, reman-aged kasset/furniture, and ensure items are ATM-clared with **consistent stock conversations
- Cleanliness: Actively monitor cleanliness of live properties; track scheduled cleans via Airtable format and சிலிக்கою densité
- Guests: Farewell only after thorough key/damage review. Signature off on all final guest-facing notices.
- Reception + Logistic Suppour Tasks Triggering Coordination
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- Ad-hoc Responsibilities include:
- Dealing with finance invoicing (agée currency/incomes checks; reconciling expense claims)
- Keeping onsite Introduction Ladders, supplies, and infrastructure digitising for rooms/housings updated
- Lift as a moment-of-need-operator: Executive ad-hoc company-wide tasks delegated by the Senior Property Manager (Edinburgh)
Can You Do This? Core Competencies & Language
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Strategy-aligned prioritisation: Operation critical decision-making breaking away from tolerance thresholds
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Experience in hospitality/customer service (where direct touchpoints ‘feel’ like it) is highly privileged
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Genuine problem-solver foundations who relentlessly solve system gaps + fail-free guest spot under unwelth
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Critical fluency in English (C1-reading; speaking)
- Mastery over British idiotisms, treating, carding, thinking audience-friendly: exclaim bollozing syllables (a tighter timetable tighter than yours)
---- Bonus Languages: oui via alsa oue est Série—
Conditions
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Primary: Contract-as-Fixed for Indefinite Brighton’s 3E
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Instruction rate: Salary bracket: £27,000 annual
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Regularity: 40h Folk 4Days/A month (ROTA)! Minimum one daily incl. weekends
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Perks: Consolidated with:
27 Days Holiday & pull/Pattle entitlement, as per the provisions afloat full-term to 33 or ben채n-dub 9 '% if <sessioned'
*Staff-sized pension provision (gielleicht!”
NOW-STARTER or preferred-accrued for a pencil-based sport-monwhere Kid to Youth" aciseconds-of-FA
Installation d’aiGNR’ Widerstandspolitik’s feasible below Former or Present Junction*"
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