Community Support Specialist

Community Support Specialist at The Social Hub NL-Hub

Your mission, should you choose to accept it:

You are co-responsible for the daily operations and guest experience within the Service Hub. This includes driving guest satisfaction and commercial results, via our various contact channels, for all our locations and all our products/experiences. You have an open mindset and are always available with a friendly (digital) smile to meet the needs of TSH communities and the questions of random strangers. This is next-level guest services/support: together with your co-team members, you are the TSH specialist and first point of contact for our guests. You love to connect, engage, and recognize our guests. You make every interaction a memorable one. It is because of you every guest will become a raving fan of TSH!

In case you don’t know who we are (ahem)

Redefining hybrid hospitality since 2012, TSH sets standards on a global scale. Offering a community driven, socially inspired hotel concept with student accommodation, as well as long and short hotel-stay options, eat & drink, gym and rooftop bar facilities and coworking for every demographic, the company’s success is unprecedented. With 16 hotels in 6 countries and plans to open at least 3 more locations each year until 2026, TSH is a fun, creative and inspiring environment where everyone can work, stay, learn and play. Thanks to an exceptional international team of changemakers, our one goal is to make society a better place for everyone.

What You’ll Do

• You’ll be responsible for the support of the guest-experience via our various channels, to ensure all our guest’s needs & expectations are met & exceeded.
• Execute all processes that involves guest requests, reservations, administrative tasks, privacy requirements.
• Work with our Hotel Management Systems (Mews), Zendesk, Salesforce and our other main systems.
• Advise our guests about the services and products TSH has to offer.
• Pro-actively recognise our community & build direct relations with everyone.
• Respond to inquiries via email, telephone and other channels regarding reservations, hotel information and guest concerns.
• Resolve guest’s challenges & complaints in a quick, efficient manner to maintain the guest satisfaction and quality of our service.
• Drive guest experience and commercial results; reach/overperform on your set KPI’s.
• Indicate/seek (new) Guest experience opportunities.
• Understand how to help our members & guests to make the most of their experience by making the right upsell and cross-sell recommendations.

Who You Are

• You have at least 1 to 2 years of relevant work experience in customer service (in hospitality is a plus);
• You’re fluent (verbal and written) in English and one of the following languages: Dutch, German, French, Portuguese, or Spanish
• Staying on top of your game is of importance to you and you are able to keep your head cool in stressful situations;
• Extremely guest and service-oriented;
• Flexibility and adaptability based on business needs (eg. working weekends and bank holidays);
• A positive can-do attitude and an absolute team worker;
• Organized and with a high level of attention to detail, multi-tasking, problem-solving skills and a hands-on mentality;
• Sales driven and commercially aware;
• Living in the Amsterdam area or willing to relocate at your own expense.

What We Offer

• The opportunity to work at a dynamic, multi-national company based in one of Europe’s most exciting cities.
• We’re not just another hotel - we’re a game changing innovator, challenging every convention and defining the future.
• The opportunity to work for a Certified B Corp® company that balances profit with positive impact, collaborating with organizations like Movement on the Ground and the TSH Talent Foundation to create meaningful change.
• In addition to benefits and goodies, you can expect a salary of EUR 2.375,- gross per month (based on 40 hours).
• The chance to learn and grow in your role with the potential for future growth.
• Awesome discounts in all our properties in Europe and not just for you, but also for your friends and family!
• A wonderful workplace to call home - full of events, fun-loving colleagues and of course all of the other amazing salary and benefit stuff.

Where people come together, committed to providing the best space, experience and coworking space for our community and even more so, the people who work for TSH. With everything from mental health support to leadership training and more, we are there to help you grow as much as we do as a company. We promote a workplace where society comes together to do better and we do this no matter the age, gender, sexual orientation, ethnicity, and national origin. Your fascinating characteristics is what make us different, so come as you are.