Guest Experience Executive (French & English)

About the role

As a Guest Experience Executive you will be the first point of contact for Houst’s short‑term rental guests, handling inquiries before, during and after their stay. The position is fully remote, serving a global audience from Morocco with rotating shifts that cover peak UK hours.

Key responsibilities

• Respond to inbound messages and calls, resolving issues quickly and calmly.
• Handle complaints with confidence and empathy, ensuring guest satisfaction.
• Manage reservations and bookings to keep operations running smoothly.
• Provide clear information about properties, house rules and check‑in processes.
• Collect and verify guest ID documents and submit them to regulatory systems.
• Log all interactions accurately in the company CRM.

Required profile

• Fluent or business‑level English and French, both written and spoken.
• Strong customer‑service skills with a calm, professional phone manner.
• Excellent written communication and the ability to stay composed under pressure.
• Comfortable multitasking across multiple systems and conversations.
• Solid problem‑solving abilities, especially with frustrated guests.
• Previous experience in Airbnb, hospitality or call‑center environments is a plus.

Required skills

• Proficient use of CRM platforms and digital tools.
• Ability to work with high‑speed internet and standard office equipment.