Rapid Responder

Join onefinestay as they are looking for a Rapid Responder

At onefinestay, we open doors to the finest homes and villas in the most desirable destinations and deliver one-of-a-kind service to both guests and homeowners around the world. The company launched in London in 2010 and became part of Accor in 2016. With each memorable stay, we deliver a level of personal service and professional hospitality unmatched in the private rental industry.

Role purpose

onefinestay is looking for an enthusiastic Rapid Responder to help deliver our excellent service on multiple fronts, including light maintenance duties and ad-hoc tasks while maintaining a high service standard representing the business. 

From our office base in Central London, we dispatch delivery vans that visit our homeowners' homes all over the city each day, and the order is different, so the Field Operations Team and Rapid Responder must be a team on the alert. 

The right person for this role will be like us - customer-focused team players who are innovative, ambitious, trustworthy and always striving for excellence.

The field-based position requires excellent communication skills to ensure you are aligned with the office-based team and know when and what to flag. You can roll your sleeves up and go that extra mile to support the team and our customers.

Duties and responsibilities

  • Manual handling - loading and unloading vans;
  • Transporting items from our office based in Central London to onefinestay homes across London;
  • Supporting our housekeeping teams;
  • Working independently in the field, you’ll attend work in multiple homes across London each day; 
  • Managing your daily workload, estimating time on the job and the costs of necessary repairs; 
  • Helping guests with their luggage, transporting between homes etc. 
  • Basic troubleshooting in a domestic capacity;
  • Communicating schedule delays and field issues to the office;
  • Fulfilling guests' requests, delivering and setting up airbeds/cots/sofabeds etc. 
  • Contributing to the daily workload of the office to get tasks done efficiently;
  • Maintaining a safe, clean and organised operating   environment;
  • On occasion, welcoming our guests, Meet & Greet duties;
  • Providing feedback on the performance of all onefinestay assets; 
  • Flexing into other teams to support discrete tasks dependent on business needs;
  • Supporting  the manager and the team on projects as required. 

Light Maintenance refers to (but is not limited to)

  • Troubleshooting WIFI (routers and extenders if relevant);
  • Delivering and setting up/testing dongles;
  • Troubleshooting TV/satellite issues (including Roku, Now TV, Firesticks, etc.);
  • Troubleshooting Heat/HW issues (thermostat, repressurising, checking for leaks, checking Dashboard instructions, etc.);
  • Troubleshooting radiators including bleeding them;
  • Clearing clogged drains, removing/cleaning traps where accessible;
  • Checking and tightening loose fixtures/fittings;
  • Cleaning areas out of reach of the prep team (ladder needed) where safe to do so;
  • Outdoor tidying/jetwashing;
  • Measuring for, setting up, and removing pressure fit baby gates;
  • Changing lightbulbs; 
  • Performing Maintenance Checks.

Qualifications and experience

  • Excellent communication skills (fluency in written and spoken English);
  • Driving licence is essential
  • You have more than one year’s experience in multi-drop driving roles (HGV experience beneficial);
  • Previous property maintenance experience beneficial;
  • Having a basic knowledge of plumbing, electrical, carpentry, joinery, painting and decorating skills is a bonus but not essential;
  • Proven client-facing experience, impeccable manners, attention to detail and positive can-do attitude;
  • Punctuality and timekeeping are second nature;
  • Confident with using iPhone to manage daily work, with basic IT skills;
  • You know London like the back of your hand, where to avoid all the rat runs;
  • Able to manage multiple priorities and demanding deadlines;
  • You have no more the 3 points on your license and have held it for more than two years;
  • Candidates ideally are 25+ for insurance purposes;
  • Flexible and able to work both weekdays and weekends.