Joivy
Guest Experience Coordinator - Summer (Immediate Start)
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Guest Experience Coordinator - Summer (Immediate Start)
Customer Service & Property Operations Coordinator (Joivy Scotland)
About Joivy & Joivy Scotland
Joivy is Europe’s leading residential platform, offering coliving, microliving, student housing, vacation rentals, coworking spaces, and real estate services—including property management, asset management, and marketing—across 6 countries (Italy, Spain, France, Portugal, UK, and Bulgaria) and 21 European offices.
Our Joivy Scotland team specialises in luxury rental management, combining property expertise with a hospitality-first approach. We manage over 160 homes for individual owners, 60 for B2B clients, and multiple apartment hotels, hotels, long-lets, and rural retreats. As we expand across Scotland, we maintain the highest standards of service for both Guests and Clients.
About the Role
This Customer Service & Property Operations Coordinator role bridges frontline hospitality and operational support, blending guest interactions, property management, and administrative tasks. Based in Edinburgh with on-site visits across our property portfolio, the ideal candidate thrives in a fast-paced environment, excels in customer service, and can juggle remote and in-person responsibilities with ease.
You’ll be the first point of contact for guests, contractors, and clients, ensuring smooth operations from booking to check-out. Beyond front-desk duties, you’ll collaborate with maintenance, B2B teams, finance, and property owners—making this role essential to delivering premium guest experiences and seamless property management.
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Key Responsibilities
Customer & Operations Support
- Answer inbound calls from guests, clients, and contractors, triaging issues and requests efficiently.
- Reply to guest communications (emails, ENSO messaging platform, and phone calls) with professionalism and clarity.
- Handle reservations—processing changes (cancellations, extensions), managing Airbnb, Booking.com, and similar systems.
- Coordinate with the B2B team for corporate bookings and special orders.
- Assist with guest check-ins/check-outs, including meet-and-greet coordination.
- Manage property inventories, check-outs, and inspections for long-term rentals.
Maintenance & Property Operations
- Work with the Maintenance team to report, schedule, and track repairs/renovations.
- Conduct key returns (e.g., Keynest drop-offs/pick-ups).
- Carry out property inspections, including maintenance checks and guest pre-post-stay walkthroughs.
- Cover office stock management—order supplies, perform stock-takes, and replace faulty items.
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Support Functions
- Liaise with Finance on invoice requests and payments.
- Maintain property guides, manuals, and operational documentation.
- Perform light reception duties, including office upkeep and supply control.
- Handle ad-hoc tasks across Edinburgh operations as needed (e.g., shift swaps, emergency coverage).
Required Skills & Qualifications
- Proven experience in hospitality, customer service, or frontline property management.
- Exceptional communication skills—both spoken (C1-level English) and written (clients/guests may multilingual).
- Problem-solving mindset with a focus on delivering outstanding guest experiences.
- Ability to multitask effectively in a fast-paced, team-based environment.
- Familiarity with booking systems (e.g., Airbnb, Booking.com) and property management tools a plus.
- Additional languages are a major advantage.
Terms & Conditions
- Salary: £27,000 per annum
- Hours: 40 hours per week, 4 days/week (shift pattern via rota, including weekends)
- Holiday: 33 days (full-time equivalent), pro-rata for hours worked
- Perks: Contributions to pension scheme
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