Vacation Rental Specialist

5 hours ago

Philippines Extenteam Full time ₱250,000 - ₱500,000 per year

We are looking for a Vacation Rental Specialist for a property management client of ours. This position is pivotal in providing outstanding customer service, managing reservations efficiently, and supporting back-office operations. The ideal candidate will excel in working independently, communicating effectively in a virtual setting, and ensuring a seamless experience for guests and internal teams.

Guest Services:

● Serve as the primary contact for guests, delivering exceptional customer service.
● Respond to in-house guest emails, chats, and texts through professional and friendly written communication to assist with issues such as lockbox, wifi troubleshooting, directions to homes, etc.
● Assist with issues such as lockbox, wifi troubleshooting, directions to homes, etc.
● Make outbound calls to incoming guests before arrival to ensure their needs are met.
● Respond to complaints or upset guests while maintaining professionalism and expressing empathy. When needed, escalate to the appropriate department or manager.
● Enter work orders for maintenance as issues are called or emailed in from guests.

Guest Reservation Management:

● Communicate with potential guests in professional and friendly written communication via phone, email, chat, and text.
● Respond to emails with reservation information, confirmations, and additional details.
● Collaborate with guests to understand their needs, recommend suitable properties, and answer questions regarding rooms, facilities, and rates.
● Become familiar with the area, company properties, and local attractions to be able to answer guest inquiries and questions.
● Advise customers regarding ongoing promotions or available upgrades that may enhance their experience.
● Respond to written guest inquiries via Airbnb, Vrbo, or other OTA messaging platforms.
● Manage the end-to-end reservation process, including converting guest inquiries to bookings and assisting guests in altering or canceling reservations.
● Check voicemail and make outbound calls to follow up with potential guest inquiries and convert inquiries to bookings.
● Process guest payments.

Guest Feedback Management:

● Check and respond to guest reviews.
● Collect and analyze virtual guest feedback to identify areas for improvement and enhance overall guest satisfaction.

Back Office Support:

● Assist property owners with questions.
● Processing damage claims/requests for reimbursement over OTA's and third party insurance provider
● Process daily reservation reports.
● Contribute to back-office operations, handling tasks such as data entry, record-keeping, and documentation.
● Coordinate with internal teams, including housekeeping and maintenance, to support the efficient operation of vacation rental properties.
● Data entry for onboarding of properties into PMS, AirBnB or VRBO listings.
● Update listings in OTA systems, including property photos, rates, and descriptions.

Foundational Requirements:

● Excellent written and verbal English skills for phone, text, and email communication.
● Previous experience in guest services, reservations, or a related field.
● Strong organizational and multitasking abilities.
● Ability to work independently in a remote work environment.
● Attention to detail and commitment to providing exceptional service.
● Ability to show empathy, exhibit patience, and have a customer-centric mindset
● Possess critical thinking and problem-solving skills.
● Ability to learn new software quickly and efficiently.
● Willingness to ask questions when unclear about a task or process.

Needs:
● Guest ambassador skills

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