Who are we
Silkhaus is a Dubai-headquartered end-to-end technology platform that powers short-term rentals (STRs) for guests, real estate owners, and operators. We have an all-star founding team and leading investors (Nordstar Ventures, Nuwa Capital, Global Founders Capital, VentureSouq, Yuj Ventures, and several high-impact family offices and entrepreneurs) with experience in hyper-scaling proptechs and emerging markets technology businesses. In addition to running the largest portfolio of short-term rentals across emerging markets, we are building the global technology stack for STRs operators and real estate owners to run cutting-edge short-term rental businesses.
Mission
Silkhaus leverages technology to power delightful short-term rental (STR) experiences for travellers and real estate owners across Asia. Silkhaus is the global operating system for STRs.
Values
- Built By Owners: We operate with an ownership mindset, driven by integrity and technology, to deliver exceptional experiences for real estate owners and guests.
- 1+1=3: We achieve more together through teamwork, perseverance, and flexibility, fostering excellence and continuous innovation.
- Always In Service: We prioritise empathy and excellence, ensuring every guest and real estate partner receives a seamless and memorable experience.
What Is The Role
As
a B2B Reservation Associate, you will play a crucial role in achieving our vision by managing incoming corporate bookings, providing excellent customer service in a timely manner, and ensuring a seamless handover of information to our operations teams. Your primary focus will be on managing and adjusting enquiries coming from our corporate clients to ensure a seamless booking experience for our guests. You will also build and maintain strong relationships with them, ensuring a high level of retention. Additionally, you will oversee the reservations inbox and efficiently manage our Customer Relationship Management (CRM) system, updating all deals daily.
What You Will Bring To The Table
- Enquiry Management: You will be responsible for addressing and responding to all incoming corporate enquiries (via email, phone call and WhatsApp) in a timely and courteous manner, striving to address guest needs and ensuring a response time of a maximum 3 hours.
- Lead Generation: Contribute to lead generation efforts to attract potential guests and enhance the company's revenue opportunities to achieve set targets
- Booking Adjustments: You will be in touch with the guest throughout their reservation process and make any necessary adjustments to reservations, including date changes, apartment or ancillary service(s) preferences, and other related requests, ensuring a smooth and satisfying booking experience.
- Relationship Management: Build and nurture strong relationships with existing guests and brands to enhance guest experiences and foster Silkhaus brand loyalty.
- Managing Reservations Inbox: You will be responsible for monitoring and managing the reservations inbox, ensuring all incoming requests are attended to promptly and professionally.
- CRM Management: Maintain and update the CRM system with accurate and detailed information regarding the enquiries, as well as all interactions, preferences, special requirements, and payments.
- Payment Collection: You will be responsible for the payment collection, both via direct online payment and invoicing. Additionally, you will keep track of all due payments and ensure that payments are complete before the check-in date
- AdHoc Projects: From time to time, you may need to lead, manage or provide support to the company and team by actively participating in ad hoc projects as required.
- Cross-Functional Collaboration: You will work closely with the operations and CX team for all reservations and ensure a smooth handover. You will also collaborate with the finance team for payment collection, as well as sales and marketing to achieve overall company sales goals
- Stay up-to-date with industry trends and developments to improve sales performance.
Requirements
- Bachelor's degree in Business Administration / Hospitality or relevant field is a plus
- Experience in reservations in the Hospitality field.
- Customer Service Experience: Demonstrated experience in delivering excellent customer service, preferably in a hospitality or a reservations-related role.
- Time Management: Strong ability to manage time efficiently and prioritize tasks to respond promptly to enquiries within the designated time frame.
- Relationship Building: Excellent interpersonal skills to foster positive relationships with existing brands and guests.
- Attention to Detail: Keen eye for detail in managing enquiries, making adjustments, and maintaining accurate CRM records.
- Problem-Solving: Proficiency in resolving guest concerns and adjusting reservations to meet their needs effectively.
- Tech-Savvy: You are proficient in G Suite and CRM software. Comfortable using email, reservation systems, and CRM software (HubSpot) for efficient enquiry management and data handling.
- Flexibility: Willingness to support the company and team with various ad hoc projects as needed.
- You will be working 6 days a week.
What You'll Get
- Competitive compensation package, including bonuses and incentives
- Health insurance plan from a leading provider
- Flexible working hours and locations
- Opportunity to work alongside world-class colleagues
