Hospitality Specialist

Department: Guest Care

Reporting to: Hospitality Supervisor

Core Hours: Monday-Friday 8.45am - 5.30pm

Location: Based at our Exeter HQ

Do you have a background in sales, travel, or hospitality? What about an interest in exploring the serviced accommodation industry as a future career path? Maybe you're eager to work in an environment where your free time is as valued as your work hours, and a culture with a benefits list to shout about?

Situ is an established serviced accommodation agency headquartered in stunning Exeter, Devon. We connect people with choice corporate accommodation that feels like home, wherever in the world they might be. With a global supply chain spanning over 144 countries and an ever-growing team, we're on an exciting journey. Are you ready to join us?

About Us

Our success lies in our people-centric approach; it's what makes us stand out in the industry. Service with heart is how we ensure a 100% client retention rate. But it isn't just our clientele who get this top-quality treatment; it's our own people too.

Recognising and nurturing talent is a fundamental part of Situ culture, and we always reward hard work. 2023 alone saw 19 internal promotions within our company, and our dedication and investment in our teams is what makes us a renowned globally great employer. It's also how we earned a Best Place to Work award last year!

We're people people - diversity and inclusion is paramount to everything we do here at Situ. From collectively speaking 17 languages to over half of our leadership roles being held by women, to our dedicated employee committees - we work hard to ensure everyone sees Situ as a safe space.

In a nutshell, we're on a mission to revolutionise corporate accommodation with our unique approach to the industry and are seeking top-notch people to help us achieve that goal.

But enough about us; it's you we're eager to learn more about. So get in touch today and slide into your next role at Situ (literally, we have an office slide)!

Job Purpose

The role of Hospitality Specialist forms part of Situ's busy Operations Team, ensuring our clients and guests receive a seamless journey throughout all stages of their reservation process. As a Hospitality Specialist, you will support your team to finalise the last stages of our client and guest booking process. You will be responsible for ensuring our guests have a full understanding of their upcoming reservation details and arrival process while also ensuring our guests receive the best experience possible throughout their stay. Being the first point of contact for our guests' queries and concerns, you will liaise with our supply chain around the globe to ensure the very best experience for your guest, whatever their needs are.

Key Responsibilities And Duties

• Arrange each guest's check-in promptly in line with Situ's KPI.
• Monitor and allocate emails within the Situ shared inbox.
• Support the team in offering our clients a hassle-free booking process.
• Offer exceptional customer service to our clients, guests, and suppliers at all times.
• Work with suppliers to resolve any issues that occur during a guest's reservation.
• Additional administrative duties as required.
• Maximise all opportunities to develop and nurture new and existing relationships (clients, suppliers, colleagues, etc.).
• Follow and support company policies and procedures.
• This list is not exhaustive but covers most of what is expected. You will be expected to perform different tasks as required, in line with Situ's overall business strategies.

• Highly motivated with a positive can-do attitude.
• Exceptional attention to detail.
• Upholding of company values.
• Provide outstanding customer service.
• Adaptable to the needs of the business.
• Continually seeks personal and professional development.
• Excellent time management and organisational skills.
• Exceptional communication skills, both verbally and written.
• Commercially astute.
• Confident with IT to include Microsoft Office products and CRMs.

• 27 days of holiday per year (including two reset days) plus bank holidays and your birthday off.
• Training support and growth opportunities.
• Quarterly awards for experience days.
• Long service awards.
• Private health insurance.
• Employee assistance programme, including 24-hour access to a GP.
• Salary sacrifice programmes for electric vehicles, cycle equipment, and tech.
• Subscription to online benefits and discount package.