Serviced Accommodation Specialist

JOB DESCRIPTION : Service Accommodation Specialist

Overview

The Service Accommodation Specialist plays a key role in ensuring an exceptional guest

experience from pre-arrival to post-checkout. This position involves managing daily guest

communications, creating and owning service tickets, following up on open issues, and

maintaining high standards of quality and timeliness in responses. The ideal candidate is detailoriented, proactive, and thrives in a fast-paced, guest-focused environment.

Key Responsibilities

Guest Communication & Management

• Serve as the primary point of contact for guests, handling all communications with professionalism and warmth.
• Proactively reach out to guests prior to arrival to answer questions, confirm details, and provide a welcoming experience.
• Manage guest inquiries and requests throughout their stay, ensuring issues are resolved efficiently and courteously.
• Maintain ownership of communication tickets — ensuring timely updates, reminders, and resolution of guest requests or concerns.
  
  

Operations & Guest Management Support

• Coordinate with cleaning and maintenance teams to ensure smooth property turnovers and readiness for guest arrivals.
• Oversee check-in and check-out procedures to deliver a seamless experience for guests.
• Respond promptly to inbound and outbound calls, demonstrating excellent customer service and professionalism.
• Identify, document, and follow up on guest issues to ensure complete resolution and satisfaction.
• Support the operations team with administrative and guest management tasks as required.
  
  

Qualifications & Skills

• Excellent verbal and written communication skills with a professional and personable tone.
• Proven 4+ years of experience in service accommodation, or property management preferred.
• Strong organisational and time management skills with the ability to handle multiple priorities.
• Proven ability to build rapport and maintain positive relationships with guests and team members.
• Proficiency in communication tools, email coordination, and CRM/ticketing platforms.
• Familiarity with Booking.com and/or Airbnb systems is an advantage.
• Detail-oriented, resourceful, and able to work independently.
• Positive, proactive, and adaptable, with a commitment to delivering outstanding guest service.
• Willingness to work onsite with flexible hours, including evenings and weekends as needed