Guest Experience Lead

6 days ago

Sydney, Australia Hometime Full time

**About Hometime**:
We simplify short-term rental property management by providing homeowners with expert support and easy-to-use technology. Our ecosystem delivers transparency and better results for everyone involved. We have generated over $100m in bookings, have a strong relationship with Airbnb, and are backed by top venture capital firms. Join our growing team to help lay the foundations of our future success.

This is the job for you if you are excited about:

- Short term rental industry
- Making a tangible contribution to an exceptional remote culture
- Interacting with people to make a positive impact on their experience
- Thriving in a dynamic and fast-paced work environment for personal and professional growth

**About the role**:
Hometime is seeking a passionate and creative Guest Experience Lead to elevate our guest journey from pre-booking to post-stay. You will be responsible for visualising the entire guest experience, identifying pain points, and creating magical moments that leave a lasting impression.

**Responsibilities include**:

- Visualising the entire guest journey, from pre-booking to post-stay, identifying potential friction points and opportunities to create magical guest experiences
- You have strong prioritisation skills and can easily identify and work on the low-hanging fruit (guest comms) and further map out the overall future vision. You are creative in implementing solution/s to help bridge the gap in the quality of the current communication between the hosting partner and the guest
- Possess strong analytical and data visualisation skills in analysing available data and translating these into actionable strategies
- Drive minimum property quality standards across the Hometime collection
- Responsible for continuously boosting guest review scores by analysing and optimising the timing, detail, and personalisation of essential information provided to guests throughout their journey. This includes proactively addressing frequently asked questions and fulfilling must-know requests during booking, pre-stay, stay, and post-stay phases
- Crafting a unified concept of surprise and delight to elevate the Hometime experience
- Building and developing a standard criteria for a seamless guest experience across all Hometime properties by ensuring design and messaging are consistent across all branded materials in homes
- Has a strong understanding of the proper tools and best industry practices and leverage technology to personalise experiences, improve efficiency, and streamline guest interactions across all Hometime functions and platform

**Desired Skills and Qualifications**:

- Hard Skills:

- Experience managing a team of 5+ in customer/guest experience
- Proven track record of leading and managing UX projects
- Familiarity with UX principles (bonus)
- Proficient in project management
- Strong data analysis and visualisation skills (Whimsical, Sheets etc.)
- Experience in the Short-Term Rental (STR) industry (bonus)
- Soft Skills:

- Empathy and understanding
- Creativity and innovation
- Problem-solving and decision-making
- Strong work ethic

**Benefits**:

- Competitive salary in line with your experience
- WeWork access to coworking across Australia, on-site baristas and collaborative spaces
- Coffee allowance of $75 per month on your own Airwallex card to enjoy at your local cafe when you work
- An extra day of leave for your birthday to celebrate all things you with your friends and family
- Supportive paid parental leave policy including leave for secondary carers, adoption leave and special maternity leave
- Free time off between Christmas and New Year thanks to Hometime’s Holiday Week
- Quarterly events, both virtual and in person, to come together with your teammates

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