Houst

Guest Experience Executive (French & English)

Maroc

5 000 – 7 000 DH par moisCDD / ContratTélétravailFrançais, AnglaisService client / SAVTourisme / Hôtellerie

L’essentiel du poste

Résumé par Postule AI

Houst seeks a bilingual Guest Experience Executive (French & English) to join its remote team in Morocco. You'll be the primary contact for guests, handling inquiries, complaints, reservations, and document verification across rotative shifts. This contractor role requires strong customer service skills, CRM proficiency, and the ability to multitask in a fast-paced environment. Salary ranges from 5,000–7,000 MAD monthly based on experience.

Vos missions

  • Respond to inbound messages and calls, resolving guest issues quickly and calmly
  • Handle complaints with confidence and empathy while maintaining professionalism
  • Manage reservations, bookings, and pre-arrival information to ensure smooth operations
  • Collect and verify guest ID documents and submit regulatory details to required systems
  • Provide clear information about properties, house rules, and processes to guests
  • Log all interactions accurately in the CRM and carry out concierge outreach

Profil recherché

  • You are fluent in both French and English and thrive in bilingual environments
  • You enjoy fast-paced, unpredictable work and excel at problem-solving under pressure
  • You have strong customer service experience and empathy for frustrated guests
  • You are comfortable with remote work and have reliable internet and proper workspace setup
  • You are flexible with rotative shifts including weekends and public holidays

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About Houst

Houst is a professional property management company supporting thousands of hosts across more than 20 cities worldwide since 2015. We make short-term letting simple and stress-free for property owners.

The Role

As a Guest Experience Executive, you'll be the first point of contact for guests, supporting them before, during, and after their stay. This is a fast-paced, remote position based in Morocco with rotative shifts.

Working Schedule

5 days per week, 8-hour rotative shifts between 11:00 AM and 12:00 AM UK time, Monday to Sunday, including weekends and public holidays.

Main Responsibilities

  • Respond to inbound messages and calls, resolving issues quickly and calmly
  • Handle complaints with confidence and empathy
  • Manage reservations and bookings to ensure smooth operations
  • Provide clear information about properties, house rules, and processes
  • Collect and verify guest ID documents and submit required regulatory details
  • Ensure all pre-arrival information is complete before check-in
  • Carry out concierge outreach to enhance guest experience
  • Log all interactions accurately in the CRM system

Required Skills & Experience

  • Fluent or business-level English and French, written and spoken
  • Strong customer service skills with confident phone manner
  • Excellent written communication, clear and professional under pressure
  • Comfortable multitasking across systems and conversations
  • Confident using CRMs and digital tools
  • Strong problem-solving skills when dealing with frustrated guests
  • Previous Airbnb or hospitality experience is helpful but not essential

Technical Requirements

  • Quiet, dedicated workspace
  • Headset with microphone and webcam
  • Stable high-speed internet with backup (minimum 5 Mbps)
  • Laptop or desktop with quad-core 2.5GHz CPU, 8GB RAM, 128GB SSD

Important Information

  • Contractor role with no government-mandated benefits provided
  • Equipment not provided; you must meet minimum tech requirements
  • Salary: 5,000–7,000 MAD per month (dependent on experience)

Mise en forme par Postule ·

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