Guest Services Associate

5 days ago

Manila, National Capital Region, Philippines Extenteam Inc. Full time ₱250,000 - ₱750,000 per year

We are looking for Remote Guest Services Associate for a Property management company Client of ours. This role involves handling inquiries, providing information, resolving issues, and ensuring a seamless communication experience for guests across multiple platforms. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

Key Responsibilities:

  • Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
  • Provide accurate information regarding bookings, services, policies, and other inquiries.
  • Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
  • Assist with booking and confirming reservations. Assisting with reservations sales
  • Guest review management: Review guest feedback and answer reviews on OTAs
  • Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.
  • Create, update, and maintain guest communication templates and FAQs.
  • Ensure all communications reflect the partner's voice and guidelines.
  • Attend occasional virtual meetings and training sessions.
  • Provide constant feedback to the team regarding partner issues / suggestions to improve processes.
  • Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.
  • Data entry such as onboarding of properties into your PMS, AirBnB or VRBO listings
  • Work on off season duties such as deep clean scheduling, lock battery replacements, smoke detector battery replacements, kitchen inventory, documentation of processes and procedures
  • Handle permitting, Insurance requirements / documentation from property owners
  • Manage calendar and inbox

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.

Nice to Haves:

  • Vacation rental industry experience, working with VRBO, AirBnB, etc.
  • PMS experience in the rental and hotel industry

TECHNICAL REQUIREMENTS:

  • Internet speed minimum 30mbps:  Needs to be Wired (Buy a dongle if no LAN port)
  • i5 8th Gen or higher
  • Windows 10 / MacOS Catalina or higher
  • Minimum of 8 GB RAM
  • Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
  • Back-ups in case of power or internet provider interruptions
  • Good headset and webcam (preferably noise-canceling headset)

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