Operations Associate - Channels

We're Houst 🏠: A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We’ve grown fast. Since launching in 2015, we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.

About the Role: We are seeking a highly motivated Operations Associate to join our Channels team. The successful candidate will be helping to run the “engine room” that powers Houst’s large short and mid-term letting management business, creating and maintaining our online presence across platforms like Airbnb, Booking.com, Expedia and many others. You will be responsible for creating and updating listings, handling booking enquiries, and responding to queries from other departments. The ideal candidate will possess a keen eye for detail, exemplary communication skills, and a passion for delivering unparalleled guest experiences, thereby ensuring the continued success of our hosts.

Role Responsibilities:

Listing Management:

• Build and update listings on diverse online platforms, ensuring accuracy, consistency, and maximum visibility.
• Oversee the day-to-day maintenance of our connected channels, ensuring all systems are functioning optimally and troubleshooting any issues that arise.

Lettings Process Management:

• Oversee the entire lettings process, proactively responding to enquiries through both calls and email, and securing bookings through collaborative efforts with internal teams.
• Navigate the mid-lets booking process from initiation to completion, ensuring a seamless and positive experience for both guests and hosts.

Guest Experience Enhancement:

• Manage guest booking extensions, oversee the check-out process, and facilitate timely and accurate deposit refunds.
• Act as a liaison between guests and internal departments, promptly addressing inquiries and resolving issues.

Interdepartmental Collaboration:

• Collaborate with internal departments to address their inquiries and streamline processes related to the Channels team's operations.
• Foster a cooperative environment by providing support and information to internal stakeholders as needed.

Quality Assurance:

• Uphold the highest standards of quality in all outputs of the Channels team, ensuring that each listing and interaction reflects our commitment to excellence.

Continuous Improvement:

• Actively contribute to projects aimed at enhancing operational efficiency and elevating the overall performance of the Channels team.
• Provide valuable insights and feedback to drive continuous improvement in processes and strategies.

Requirements

• Experience in a fast-paced, customer-facing role.
• Ability to use Excel or Google Sheets to analyse data and present findings
• Strong organisational and time management skills, with the ability to prioritise tasks effectively
• Excellent communication and interpersonal skills, with the ability to collaborate with diverse stakeholders
• Ability to multitask and handle multiple projects simultaneously
• Resourcefulness, initiative, and a proactive approach to overcoming challenges
• Extreme attention to detail
• A passion for delivering exceptional guest experiences and contributing to the success of our hosts
• Availability to work Thursday- Monday (weekends included) UK hours
• Reliable high-speed internet connection with contingency plans for loadshedding

Benefits

• 33 paid holiday days (includes public holidays)
• An extra day off for your birthday - because who wants to work on their birthday?
• Access to Workshop 17, Kloof Street
• Medical Aid/Insurance Options
• Laptop - for business use
• Salary: 180k per annum

At Houst, we embrace diversity and inclusion as fundamental pillars of our workplace culture. We believe that a diverse team fosters creativity, innovation, and success. We are committed to creating an inclusive environment where everyone feels valued and has equal opportunities to contribute and succeed.