Guest Experience Specialist at Houst

We're Houst 🏠: A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We’ve grown fast. Since launching in 2015, we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.

We’re looking for a Guest Experience Specialist to join our team on-site in London. You’ll be the voice of Houst, creating great guest experiences every day.

Hours: Monday–Friday, 15:00–00:00

Location: 100% on-site, London (must live within a commutable distance, as late-night transport can be a concern).

What you’ll do:

• Handle inbound guest messages and calls, following up on requests and enquiries.
• Resolve complaints quickly and professionally.
• Share accurate information about Houst properties, policies, and procedures.
• Manage reservations and bookings across platforms.
• Keep detailed records of all guest interactions in our CRM.
• Provide outstanding service via phone and email.

What we’re looking for:

• Fluent or business-level English.
• Excellent phone manner, active listening, and clear written communication.
• Confident with CRMs and general computer use.
• Strong multitasking, time management, and problem-solving skills.
• Resilient and able to handle difficult conversations professionally.
• Knowledge of Airbnb or hospitality is a plus.

Requirements

• Based in London, within a commutable distance to our office (Second Home, Houst, 68 Hanbury St, London E1 5JL)
• Have the full right to work in the UK
• Fluent in English (spoken and written)
• Exceptional telephone manners, customer service, active listening and verbal, and written communication skills.
• Proficient in computer usage, particularly with CRM software.
• Strong multitasking and time management abilities.
• Proven problem-solving skills and the capacity to handle challenging customer interactions.
• Knowledge of the Airbnb platform and hospitality industry is beneficial (Desirable).

Benefits

Culture

Enviable company culture – we’ve put time into getting our work culture just right. Regular team social events Company-wide recognition of outstanding work Opportunities to innovate Lots of snacks and treats provided by the company (in the office)

Wellbeing

Dedicated to employee wellbeing Wellbeing hub with virtual fitness, nutrition, yoga, meditation and talking therapy classes Betterhelp coverage for mental health support Dedicated employee well-being meetings

Benefits

• 33 paid holiday days (including public holidays)
• An extra day off for your birthday - because who wants to work on their birthday?
• Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
• Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
• Pension - We provide a pension scheme for all permanent employees MacBook - for business use

At Houst, we embrace diversity and inclusion as fundamental pillars of our workplace culture. We believe that a diverse team fosters creativity, innovation, and success. We are committed to creating an inclusive environment where everyone feels valued and has equal opportunities to contribute and succeed.