Experienced Guest Relations Agent

2 weeks ago

Manila, National Capital Region, Philippines Hallson Hospitality Full time
COMPANY OVERVIEW:

Welcome to Hallson Hospitality Co., a premier property management and real estate investment company based in Nashville, TN. Founded with a passion for creating beautifully designed short-term rental properties, we specialize in curating an exceptional collection of accommodations that offer an elevated experience for our guests.

At Hallson Hospitality Co., we take pride in upholding the highest standards across all our properties. Our commitment to providing unparalleled guest experiences sets us apart in the industry. From the moment guests arrive, our dedicated team ensures their stay is seamless and extraordinary, turning moments into cherished memories.
POSITION SUMMARY:

Your role as the Guest Experience Specialist makes you the voice of our brand and, in most cases, the first point of contact. At Hallson Hospitality Co., we believe that every guest deserves an unforgettable experience. That's why your attention to detail, excellent communication skills, and ability to handle multiple tasks will be vital in this role.

As a valued member of our Guest Experience department, you'll spend your days handling reservation inquiries and bookings remotely, conducting reservation folio audits, managing guest concierge services, overseeing resolution cases, and fulfilling various administrative tasks.

You'll use tools like Guesty for property management, Slack and Front for communications, Breezeway for task management, and ClickUP for task organization. To effectively handle these responsibilities, we require an individual who is self-motivated, highly efficient, and, above all, dedicated to delivering professional and empathetic service to our guests.

If you're skilled in communication, adaptable to change, and a quick learner, we want to hear from you Join us in creating unforgettable guest experiences, all from the comfort of your own workspace.

Requirements
RESPONSIBILITIES:

  • Respond to guest inquiries via Property Management Software (PMS), email, text, and phone.
  • Communicate with guests before and during their stay to ensure they have all the information they need.
  • Collaborate with our local team to address in-stay guest inquiries or issues.
  • Contribute to creating and maintaining accurate property listings across all Online Travel Agencies (OTAs). Manage and update property and guest tasks efficiently using platforms such as ClickUp and Breezeway.
  • Fulfill guest concierge requests and conduct online research to provide local recommendations or services as needed.
  • Demonstrate a commitment to delivering a 5-star guest experience through proactive problem-solving and exceptional service.
    QUALIFICATIONS:
    • At least 3 years of experience working in both guest service and administrative roles in the short-term rental industry.
    • Must have excellent English skills, both written and verbal.
    • Must have experience working with a US, Canadian, Australian, or UK-based employer.
    • Experience with Guesty Property Software is strongly preferred.
    • Experience with Airbnb and HomeAway/VRBO is strongly preferred.
    • Experience with Google Suite, ClickUP, and Slack is highly preferred.
    • Experience with the Breezeway software platform is a plus.

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