Website:
homesly.co.uk
Job details:
About the Company:
Homesly Group is a UK-based hospitality and property investment company operating hotels and serviced accommodation. We manage guest journeys end-to-end, including reservations, check-ins, in-stay support, issue resolution, and post-stay communication. Our India-based team provides operational support to UK properties, ensuring consistent service standards and smooth guest experiences.
Role Overview:
The Customer Service Executive is responsible for managing all guest and customer communication across Homesly’s hotel and serviced accommodation portfolio. This role is operational and hands-on, involving continuous interaction with guests, internal teams, and systems to ensure bookings, stays, and issues are handled efficiently and professionally.
Core Responsibilities:
• Handle incoming guest enquiries through email, phone, WhatsApp, and other messaging platforms daily
• Manage reservation-related communication, including booking confirmations, amendments, cancellations, and special requests • Coordinate check-in and check-out communication, including sharing instructions, timings, access details, and follow-ups
• Act as the first point of contact for in-stay guest issues such as housekeeping requests, maintenance concerns, access problems, or complaints
• Liaise with on-ground operations, housekeeping, and maintenance teams to ensure guest issues are resolved promptly
• Track open guest issues and follow through until resolution, keeping guests informed throughout
• Maintain accurate and up-to-date records of guest interactions, requests, and resolutions in internal systems
• Handle escalations professionally, ensuring complex or sensitive issues are communicated clearly to senior team members
• Support post-stay communication, including feedback collection, complaint follow-ups, and service recovery actions
• Ensure all guest communication aligns with Homesly’s service standards, tone, and brand expectations
Skills & Competencies:
• Strong written and spoken English with the ability to communicate clearly and professionally
• High attention to detail and ability to manage multiple guest conversations simultaneously
• Calm, solution-oriented approach when handling complaints or urgent issues
• Good organisational skills and ability to prioritise tasks in a fast-paced environment
• Comfortable working remotely and coordinating with UK-based teams and time zones
Eligibility Criteria :
• Minimum 2 years of experience in customer service, hospitality, or guest support roles
• Prior experience handling direct customer or guest communication
• Hospitality, hotel, or serviced accommodation experience preferred
• Familiarity with booking systems, CRM tools, or support platforms is an advantage
• Reliable internet connection and ability to work from home independently.
Why Join Homesly Group :
• Hands-on exposure to live hotel and serviced accommodation operations
• Opportunity to work with UK-based properties while based in India
• Remote working flexibility with long-term role potential
• Clear operational responsibilities and learning opportunities
Please send your CV or details of your experience to: hr@homeslystays.com
Shortlisted candidates will be contacted for a brief interview.
Click on Apply to know more.