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Concierge Executive

3 months ago

Culver City, United States onefinestay Full time
Job DescriptionJob DescriptionSalary: $41,000 annually plus 5% Shift Allowance and Commission Scheme

At onefinestay, we open doors to the finest homes and villas in the most desirable destinations and deliver one-of-a-kind service to both guests and homeowners around the world. The company launched in London in 2010 and became part of Accor in 2016. With each memorable stay, we deliver a level of personal service and professional hospitality unmatched in the private rental industry. 


Role purpose


Our concierge team ensure guests enjoy a smooth and easy pre-planning to post-stay vacation experience. As a onefinestay Concierge Executive, you’ll help create the one-on-one, personalized travel planning and management our clients expect and deserve. The right candidate will possess the ability to organize itineraries and curate bespoke activities to provide exceptional experiences. Our motto is ‘sales through service’ so you’ll need to be caring, proactive, commercial and have a love of travel to succeed in this role. One minute you’ll be coordinating menus with a private chef, the next you may be sourcing swimming lessons or helping to plan a surprise proposal - there is nothing this team cannot arrange.


What will you be doing?


  • Getting to know your guests, understand the purpose of their trip and their needs and help them to plan an unforgettable trip
  • Book any services requested by the guest ensuring we use reputable and quality service suppliers
  • Coordinate arrival information to pass on to the local property team
  • Answering any questions about the villa, the destination or our service the guest may have.
  • Ensure guests have all the required information to be able to check in and provide a summary of the stay details and guest itinerary in the form of a comprehensive arrival document
  • Ensure guests are aware of the terms and conditions of services sold and any cancellation periods
  • Taking payments, calculating company commission and paying suppliers
  • Contribute to sourcing and onboarding new additional service suppliers
  • Stay related admin such as expenses administration, recording of sales, refunds and credits
  • Be the point of contact whilst the guest is in-stay and resolve any in-stay or post- stay complaints or questions that may arise
  • Follow up with any guest feedback on suppliers 


Who are we looking for?

These are the essential requirements:

  • You must be fluent in English with an excellent telephone manner and written communication skills
  • Enthusiastic and responsive
  • Good commercial awareness
  • Confident in dealing with any issues that may arise
  • Great at building relationships and communicating with a diverse client base
  • Good organisation skills and the ability to manage your workload autonomously
  • Ambitious and results-driven by a love of delivering top-quality customer service
  • No qualms about working on weekends & bank holidays
  • Sound judgement and decision-making skills, even under pressure
  • Curious and love researching new experiences

These are the nice-to-haves:

  • Travel industry experience - pre-stay planning or itinerary creation
  • Any other languages are also welcome - Spanish and French are ideal


What we offer

Working in hospitality will equip you with all the tools you need to learn to build and manage relationships with customers and clients for the rest of your career. While there may be busy times or complex requests, it comes with its perks: 


  • Commission on additional services sold
  • Discount on Accor hotels