[Hiring] Guest Care Agent @KeyNest

Role Description

GuestCare is KeyNest’s guest support service for short-term rental and property management companies. We act as an extension of our customers’ teams, supporting their guests by phone, email and chat when they need help during their stay.

We’re looking for a fluent French and English speaker to join our GuestCare team, supporting both our French-speaking and English-speaking customers and their guests. This is a hands-on support role. You could be helping a guest who cannot find their property, troubleshooting an issue with the heating or WiFi, arranging emergency assistance, or reassuring someone who has been locked out.

Tasks

• Answer guest calls and chats in both French and English
• Support guests with issues before, during and after check-in
• Troubleshoot common property issues such as WiFi, heating, hot water, appliances and access
• Help guests who are struggling to find or access their property
• Handle urgent situations calmly and identify when something needs immediate action
• Follow each customer's documented procedures and escalation processes
• Contact approved cleaners, maintenance teams or other emergency contacts when required
• Escalate situations appropriately when they cannot be resolved directly
• Keep clear and accurate records of every interaction
• Provide customers with clear updates on guest issues and actions taken
• Take ownership of issues and follow them through rather than simply passing them on

Qualifications

• Fluent in French and English
• Confident in having natural conversations with guests and writing professionally in both languages
• Previous customer service, hospitality or guest support experience
• Clear and confident communication on the phone
• Comfortable dealing with guests who may be frustrated, worried or stressed
• Logical thinking and troubleshooting skills
• Good judgement and understanding of when to escalate issues
• Ability to follow detailed customer procedures accurately
• Organised and comfortable working across multiple systems
• Ability to work independently as part of a remote team

Requirements

• Experience with Airbnb, short-term rentals, property management, hotels or hospitality is particularly useful, but not essential
• Comfortable working on a rota that can include early mornings, evenings, nights and weekends
• Full-time availability only

Benefits

• Working remotely
• Your own reliable computer or laptop
• A good-quality headset
• Stable, reliable internet
• A quiet and professional place to work
• The ability to work reliably and independently from home

Company Description

GuestCare supports short-term rental and property management companies by providing professional guest support when their own teams are unavailable or when they choose to outsource their guest communications completely.

We don't just take messages. Our team is expected to understand the problem, follow the customer's procedures, troubleshoot where possible, take the appropriate action and keep the customer informed.

If you're confident communicating in both French and English, enjoy solving problems and can stay calm when someone needs help quickly, we'd like to hear from you.

Founded in London, KeyNest is a fast-growing network of shops where Airbnb hosts and Property Managers can securely store their keys so that their guests/new tenants/cleaners/contractors can pick them up whenever is convenient for them. We are a global partner of Airbnb and have checked-in more than 1,500,000 guests.