Operations Associate (Channels)

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.

About the Role: We are seeking a highly motivated Operations Associate to join our Channels team. The successful candidate will be helping to run the “engine room” that powers Houst’s large short and mid-term letting management business, creating and maintaining our online presence across platforms like Airbnb, Booking.com, Expedia and many others. You will be responsible for creating and updating listings, handling booking enquiries, and responding to queries from other departments. The ideal candidate will possess a keen eye for detail, exemplary communication skills, and a passion for delivering unparalleled guest experiences, thereby ensuring the continued success of our hosts.

Role Responsibilities:

Listing Management:

• Create and update listings on various platforms, ensuring accuracy and visibility.
• Maintain and troubleshoot connected channels to ensure optimal performance.

Lettings Process Management:

• Oversee the lettings process, respond to inquiries, and secure bookings.
• Manage the mid-lets booking process from start to finish for a seamless guest and host experience.

Guest Experience Enhancement:

• Manage booking extensions, oversee check-outs, and process deposit refunds.
• Liaise with guests and internal departments to address inquiries and resolve issues promptly.

Interdepartmental Collaboration:

• Work with internal departments to address inquiries and streamline processes.
• Support and inform internal stakeholders to foster a cooperative environment.

Quality Assurance:

• Ensure all listings and interactions meet high-quality standards.

Continuous Improvement:

• Contribute to projects that enhance operational efficiency.
• Provide insights and feedback to improve processes and strategies.

Requirements

• 1 to 2 years of experience in either online listing, channel management or short to mid-term letting operations is preferred
• Ability to use Excel or Google Sheets to analyse data and present findings
• Strong organisational and time management skills, with the ability to prioritise tasks effectively
• Ability to multitask and handle multiple projects simultaneously
• Extreme attention to detail
• A passion for delivering exceptional guest experiences and contributing to the success of our hosts
• Working hours: 9am - 6pm UK Time
• Willing to come into the Cape Town office once a week at own expense

Benefits

• 23 days paid holiday days (plus public holidays)
• An extra day off for your birthday - because who wants to work on their birthday?
• Medical Aid/Insurance Options
• Access to our Office in Cape Town, Kloof Street
• Laptop and headsets - for business use
• Salary: R15k- R18k per month

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.