Job Description

Guest Support Consultant - 2 x Roles Available

(Bilingual French/English)

Location: South-West London (Wimbledon area)

Employment Type:

Full-time

Working Hours:

Flexible, with some evening and weekend shifts required

Salary:

32,000 - 36,000 dependent on experience

OVO Network

OVO Network specialises in the short-term rental of high-end mountain chalets, offering a handpicked portfolio of over 200 unique properties in authentic destinations. We are passionate about transforming the mountain chalet rental experience for both owners and guests, combining working with cutting-edge technology with hands-on expertise.

Position Overview

As an OVO Network Guest Support Consultant, you'll be the first point of contact for guests and agents, handling enquiries via phone, email and Intercom (which manages Social Media Channels, Whatsapp and live chat).

Your focus will be on converting these enquiries into bookings while ensuring clear, accurate, professional and friendly communication.

Working closely with the UK General Manager, you'll provide timely responses, escalate complex issues as needed, and maintain great attention to detail.

Key Responsibilities

Handle Guest Enquiries: Respond to incoming guest and partner enquiries via Intercom, email, and phone, providing quotes, booking information, and property and destination details. Convert Enquiries to Bookings: A key focus for this role is on converting enquiries into bookings through attentive follow-ups and prompt responses, ensuring a high level of customer satisfaction. This includes following up on leads, giving personalised property recommendations, and knowing how to address common queries or concerns. Complaint Handling: Address basic guest service issues and complaints, escalating to the General Manager as needed. System Entry and Data Accuracy: Enter booking information and updates into our bespoke back-office systems accurately and efficiently. Ensure Quality Communication: Use your language skills, along with tools like DeepL and ChatGPT, to communicate effectively in both French and English. Weekend and Evening Cover: Working with your colleagues you will ensure there is a rota in place to cover periods of high guest demand.

Skills & Qualifications

Bilingual Proficiency: Fluent in both written and spoken French and English, with strong written skills in both languages. Attention to Detail: Demonstrated accuracy in data entry and information management. Customer Service Skills: Experience in a guest or customer-facing role, with the ability to handle simple guest issues diplomatically. Tech Savvy: Comfort with various online tools and platforms; familiarity with OTA systems (e.g., Airbnb, Booking.com) is helpful but not essential. Sales Orientation: Motivation to meet or exceed enquiry-to-booking conversion targets. Product Knowledge: Whilst not essential, an understanding of our Alpine destinations and the activities that take place in both winter and summer would be an advantage. Cultural Fit: An affinity for the Alps and a belief in the positive impact of great service on guest experiences.

Why OVO Network?

Career Development: Opportunity for growth and progression within a dynamic and expanding business.

Team Environment: Join a small dynamic team that works as part of an established rental business.

Travel: Team meetings and educational trips to experience the Alpine destinations we promote.

How to Apply

Apply via Indeed (with a covering note) or send your CV and cover letter to jobs@ovonetwork.com In your cover letter, please briefly outline your experience in guest support, your language skills, and why you're excited to help guests enjoy the best of the French Alps.eptional service experiences.

Job Type: Full-time

Pay: 32,000.00-36,000.00 per year

Benefits:

Casual dress Company pension Employee discount
Language:

French (required)
Work Location: Hybrid remote in London SW19