Guest Experience Associate

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. 

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.

Built By Owners

Themes: Ownership, Integrity, Tech-driven

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

Themes: Teamwork, Perseverance, Flexibility

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

Themes: Empathy, Service, Excellence

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?

To join Silkhaus founding team, we are searching for a talented Guest Experience Associate to join our team.  The ideal candidate will be our valued clients' first point of contact, providing exceptional assistance and ensuring their needs are met with professionalism, courtesy, and efficiency. As a Guest Experience Associate, you will play a pivotal role in creating memorable experiences for our clients.

What You’ll Do:

• Client Interaction: Greet clients in a warm and welcoming manner, whether in person, over the phone, or via digital communication channels.
• Information and Assistance: Provide accurate information, recommendations, and assistance with a wide range of inquiries, including but not limited to dining reservations, transportation arrangements, event planning, and more.
• Problem Resolution: Resolve client concerns and issues promptly and effectively, demonstrating a proactive and solutions-oriented approach.
• Personalization: Tailor services to meet individual clients' unique preferences and needs, ensuring a personalized experience.
• Communication: Maintain clear and concise communication, both written and verbal, with clients and other team members.
• Appointment Scheduling: Assist clients in scheduling appointments and managing their bookings and reservations.
• Resource Management: Keep updated records of available resources, including local attractions, restaurants, transportation options, and service providers.
• Quality Assurance: Ensure that all services provided meet the highest standards of quality and continuously seek ways to improve service delivery.
• Documentation: Maintain detailed and accurate records of client interactions, preferences, and service requests using our CRM system.
• Team Collaboration: Collaborate effectively with other team members to ensure seamless service delivery and share knowledge about local amenities and attractions.
• Emergency Response: Following established protocols, be prepared to handle emergency situations calmly and efficiently.

Who You Might Be:

• High school diploma or equivalent; bachelor's degree in hospitality, business, or related field preferred.
• Previous experience in customer service, concierge services, or a related field is a plus.
• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and the ability to remain calm under pressure
• Proficiency in using customer relationship management (CRM) software and other relevant tools.
• Flexibility to work shifts, including evenings, weekends, and holidays as needed.
• Proficiency in English and Arabic
• Self-motivated and driven.