Junior Guest Experience Specialist

About Birchfort

Birchfort is a real estate and vacation rental management business that connects property owners with travelers. The company supports both leisure and business guests, with a strong focus on high-quality service, smooth digital experiences, and memorable stays. It values operational excellence, practical use of technology, teamwork, and a customer-first mindset.

The organization also believes in developing talent. Training and mentoring are offered to help motivated people grow into a long-term career, whether they already have experience or are just beginning their professional journey.

Role Overview

As a Junior Guest Experience Specialist, you will oversee guest communication and related processes across the full stay cycle, from reservation through check-out. The role is centered on making each guest’s experience simple, pleasant, and memorable while maintaining strong service standards and supporting business targets.

The company is open to candidates who are enthusiastic, adaptable, efficient, and eager to learn. Success in this position is measured by guest satisfaction, responsiveness, and the quality of service delivered.

Key Responsibilities

• Serve as the main contact point for guests throughout their entire journey.
• Handle reservations and manage all guest communications.
• Coordinate guest check-in and check-out activities and ensure they are completed correctly.
• Receive and process reservation payments and other guest-related payments.
• Manage incoming calls, chats, and emails, while also making outbound calls when needed, with speed and efficiency.
• Maintain guest records, official documents, and database updates according to company processes and policies.
• Resolve issues proactively and look for practical solutions, including situations that may require extra effort.
• Help guests feel informed, comfortable, and well-supported throughout their stay.
• Assist the marketing team with promotional tasks when required.
• Work toward and exceed management goals and KPIs.

Skills and Capabilities

This position calls for a strong service mindset, clear communication, and the ability to stay organized in a fast-moving environment. You should be comfortable working across phone, email, video calls, and chat, while keeping interactions professional, empathetic, and guest-focused.

The role also requires adaptability, fast learning, attention to detail, and a hands-on approach to problem-solving. Flexibility is important, including availability during evenings, weekends, and public holidays when guest support is needed.

Requirements

• Strong dedication to customer satisfaction and guest care.
• Ability to work a flexible schedule, including nights, weekends, and holidays, depending on business needs.
• Quick follow-up skills and prompt response times.
• Professional, positive, and empathetic communication across phone, email, video calls, and chat.
• Open attitude toward coaching, feedback, and continuous improvement.
• Ability to learn quickly and adjust to new tools and changing work conditions.
• Practical problem-solving ability and a hands-on working style.
• Careful attention to detail and a strong focus on quality execution.
• Willingness to support guests during evenings, weekends, and public holidays.
• University degree required; recent graduates are welcome.
• Experience in hospitality, travel, tourism, customer service, or a related area is helpful but not mandatory.
• Good command of spoken and written English.
• Additional languages are an advantage, with Arabic or Russian preferred.
• Candidate should be open to full training and ongoing development.

Why Join Us

• Comprehensive training and continuous learning support.
• Opportunities to build a career in a growing real estate and vacation rental company.
• A friendly, encouraging, and collaborative workplace.
• Exposure to guests from many different countries.
• A culture that values ownership, innovation, and customer obsession.

Equal Opportunity

Birchfort is an equal opportunity employer and is committed to building a diverse, inclusive, and respectful workplace. The company promotes a safe and productive environment and does not discriminate on the basis of race, gender, religion, color, national origin, age, disability, or other protected characteristics.

Additional Information

Interested applicants may also send their CV to [email protected].