Administrative and Guest Services Representative

4 weeks ago

Philippines Extenteam Full time

Administrative and Guest Services Representative (Spanish and English)

Join to apply for the Administrative and Guest Services Representative (Spanish and English) role at Extenteam

We are looking for an Administrative and Guest Services Representative for a property management company client of ours. The position requires someone who can communicate confidently in both Spanish and English.

Responsibilities
  • Inbox sorting: sort email inbox into guest vs owner messages, prioritizing emergency issues, non-emergency / routine guest issues (general questions) and assign tasks to internal staff as necessary
  • Escalate emergency guest issues to local staff when necessary
  • Record shift activities methodically and with great detail in order to relay information to local staff or to the next person on shift
  • Enthusiastically and promptly assist guests to find the perfect property for their stay via phone, email, chat, etc. in company software and on any other booking platform
  • Call and follow up via phone on potential guest inquiries, clear inboxes and voicemails at the beginning of the shift
  • Become familiar with all homes in the portfolio; become an expert on the homes to assist prospective and in-house guests
  • Become familiar with the areas where the company has homes; be able to answer questions related to local attractions
  • Handle calls, emails, chats from in-house guests. Manage guest issues such as lockbox issues, wifi troubleshooting, directions to homes, etc.
  • Enter work orders for maintenance as issues are called or emailed in from guests. Assist with housekeeping schedules
  • Learn answers to FAQ for tech issues, including but not limited to smart thermostats, TVs, and mini split air conditioners
Additional Tasks

Additional Tasks when time allows, assigned by Owner. Offseason tasks:

  • Assist with prospecting and owner outreach to build the property portfolio
  • Onboard new properties into software, building room details, coordinating calendars for accuracy
  • Audit current listings across all platforms, ensuring accuracy of details and calendar synchronization
  • Change listings for seasonality, photos, etc.
  • Oversee offseason maintenance tracking, including pool maintenance scheduling, deep cleans scheduling, carpet cleans scheduling, pest control scheduling, holiday kitchen inventory, smoke detector and lock battery change
The ideal candidate

The ideal candidate will be competent and confident, able to answer guest questions and diffuse tense situations if necessary.

Seniority level
  • Associate
Employment type
  • Full-time
Job function
  • Customer Service and Administrative
Industries
  • Staffing and Recruiting
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