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 the emerging markets, we are building the global technology stack for STRs operators and real estate owners to run cutting edge short-term rental businesses.
What are our values
We Are a Team Of Technologists, Operators, And Passionate Individuals. We Stand For Three Core Values, And Are Looking To Bring On Board Talented Builders Who Align With Our Belief System
- Built by Owners: We drive delightful experiences for real estate owners and for our travelling guests to feel at home. We are business builders who operate with an ownership mentality, with the highest degree of accountability, integrity, and quality in professionalising the short-term rental experience. As a global disruptor for the real estate and hospitality industries, we build technology to power innovations for the built environment. We are an owner-built company.
- 1+1=3: We are greater than the sum of our parts. When it comes to our people (employees, partners, vendors, and all stakeholders), we expect the best and in turn seek to bring out the best in everyone. We believe in being flexible and agile in all aspects of our business, from ways of working to customer experiences. We seek to foster a culture of continuous experimentation while balancing our commitment to excellence.
- Always in Service: We prioritise service as the cornerstone of our global short-term rental experience. Our dedicated team and technology stack strive to anticipate and fulfil the unique needs of each guest and real estate partner, crafting memorable experiences that surpass expectations. With a relentless focus on personalised attention and seamless experiences, we redefine hospitality, ensuring every interaction reflects our unwavering commitment to excellence. We act in service of our real estate owners and our travelling guests.
What Is The Role
As a
Reservation Associate,you will play a crucial role in achieving our vision by managing incoming 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 to ensure a seamless booking experience for our guests. Additionally, you will build and maintain strong relationships with existing brands, oversee the reservations inbox, and efficiently manage our Customer Relationship Management (CRM) system.
What You Will Bring To The Table
- Enquiry Management: You will be responsible for addressing and responding to all incoming enquiries in a timely and courteous manner, striving to address guest needs and provide relevant information within 24 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 guest interactions, preferences, special requirements, payments, as well as logging all enquiries on the system.
- 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 collaboratively within the sales, marketing and operations teams, to achieve overall company sales goals
- Stay up-to-date with industry trends and developments to improve sales performance.
Requirements
- Personal Laptop
- Availability to work 6 days a week wit a rotational day off.
- Bachelor's degree in Business Administration or relevant field is a plus
- Sales Experience: Demonstrated experience in delivering excellent sales and 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 softwares.Comfortable using email, reservation systems, and CRM software (HubSpot) for efficient enquiry management and data handling.
- Team Player: You thrive working in a fast-paced environment with a dynamic, ever-growing team, and you exude charisma, ambition, and empathy
If you think you'd be a perfect fit for the above role, and if you resonate with the Silkhaus values, we want to hear from you.
