- Monitor and respond to guest, landlord, email, phone, and Airbnb enquiries - Handle check-in support, access issues, maintenance concerns, and urgent guest situations - Coordinate with landlords and suppliers to resolve issues quickly - Escalate complex cases when needed - Maintain clear shift handovers and operational updates - Update and validate landlord and property information - Maintain accurate property listings and availability records - Review temporary listings and database accuracy - Manage and follow up on pending and last-minute enquiries - Assist with occasional projects such as social media support, review collection, process improvements, and administrative tasks

• Handles first party property claims of high severity and complexity as assigned • Completes field inspection of losses including accurate scope of damages, photographs, and estimates • Broad scale use of innovative technologies • Investigates and evaluates all relevant facts to determine coverage, damages and liability of first-party property damage claims (including but not limited to analyzing leases, contracts, by-laws and other relevant documents which may have an impact), damages, business interruption calculations and liability of first-party property claims under a variety of policies • Secures recorded or written statements as appropriate • Establishes timely and accurate claim and expense reserves • Determines appropriate settlement amount based on independent judgment, computer assisted building and/or contents estimate, estimation of actual cash value and replacement value, contractor estimate validation, appraisals, application of applicable limits and deductibles and work product of Independent Adjusters • Negotiates with multiple constituents, i.e.; contractors or insured's representatives and conveys claim settlements within authority limits • Writes denial letters, Reservation of Rights and other complex correspondence • Properly assesses extent of damages and manages damages through proper usage of cost evaluation tools • Meets all quality standards and expectations in accordance with the Company Guidelines • Maintains diary system, capturing all required data and documents claim file activities in accordance with established procedures • Manages file inventory to ensure timely resolution of cases • Handles files in compliance with state regulations, where applicable • Provides excellent customer service to meet the needs of the insured, agent and all other internal and external customers/business partners • Recognizes when to refer claims to Special Investigations Unit and/or Subrogation Unit • Performs administrative functions such as expense accounts, time off reporting, etc. as required • May attend depositions, mediations, arbitrations, pre-trials, trials and all other legal proceedings, as needed • This position will require participation in our Catastrophe Response Program to assist our customers in other states.

• Build and maintain relationships with concierge agents, servicing their booking requests primarily via telephone • Process bookings accurately across online and offline systems • Liaise with our supplier network to ensure seamless fulfilment of partner requests • Respond to partner queries with professionalism and care • Share relevant partner feedback with the Trade Manager to support ongoing service improvements • Maintain strong product knowledge across our full range of shows and attractions

• You’ll be the first point of contact for our guests, supporting them before, during and after their stay. • Responding to inbound messages and calls, resolving issues quickly and calmly • Handling complaints with confidence and empathy • Managing reservations and bookings to keep everything running smoothly • Providing clear information about properties, house rules and processes • Collecting and verifying guest ID documents and submitting required details to regulatory systems • Ensuring all pre-arrival information is complete before check-in • Carrying out concierge outreach to improve the guest experience • Logging all interactions accurately in our CRM