Short Term Rental Senior Guest Support Executive

About Us

Buddle was founded to address the growing demand for reliable and efficient staffing solutions across diverse industries globally. Our mission is to seamlessly connect businesses with skilled professionals, fostering long-term partnerships that benefit both parties. At Buddle, we prioritise trust, value, and sustainability in every staffing solution we provide.

About the Role

We are looking for a detail-oriented and highly organized Guest Communications Associate to join our team. In this role, you will be responsible for ensuring smooth guest interactions, managing inquiries, coordinating check-ins and check-outs, handling issues, and maintaining operational documentation. The role requires a high level of responsiveness, problem-solving skills, and coordination with various teams to ensure an exceptional guest experience.

If you have experience in delivering an outstanding guest support service by ensuring smooth operations, efficient issue resolution, and proactive communication, we'd love to meet you

Key Responsibilities

Guest Communication:

• Monitor and respond to guest messages promptly, ensuring all inquiries are addressed in a timely manner.

• Send booking check-in details timely and follow up on any last-minute inquiries.

• Arrange and confirm guest check-ins, check-outs, and bag drop-offs.

• Track guest estimated time of arrival (ETA) and estimated time of departure (ETD) to ensure seamless transitions.

• Assist guests with minor issues such as lockbox access, lockouts, and appliance troubleshooting.

• Manage guest extension requests and booking alterations.

• Handle disputes, missing item claims, and follow up on damage or stolen item reports.

• Follow up on pending booking confirmations and outstanding payments.

Issue Management:

• Identify and document guest-related issues, escalating them to the appropriate teams (e.g., cleaning team, maintenance, property management).

• Coordinate with tradesmen or repair companies for maintenance and emergency repairs.

• Track and update issue resolution progress, ensuring a timely response to guest concerns.

• Provide alternative solutions to owners when needed.

Review & Feedback Management:

• Track guests who have checked out and respond to reviews.
• Post reviews for guests based on their stay experience.
• Maintain guest feedback records and integrate insights into service improvements.

Email & Call Management:

• Monitor and respond to guest and operational emails throughout the day.

• Ensure the "Dial Pad" app is installed and functional for handling calls efficiently.

• Faster Communication with owners for more urgent issues

• Answer emergency or non-emergency calls from guests

• Booking and assistance of Tradesperson, Maintenance & repair crew

• Call back missed calls made to BNB EMERGENCY LINE(AU Team's phone)

• Conduct follow-ups with subcontractors, property managers, and external service providers as necessary.

Operational Coordination & Scheduling:

• Ensure all cleaning schedules are properly set and updated in Operto.

• Arrange additional cleaning, maintenance, and meet & greets as needed.

• Log new issues and reports from WhatsApp into the system.

• Keep owners informed about property concerns and updates.
• Update property details, including lockbox codes and owner information, in Operto.

Documentation & Reporting:

• Maintain and update the house manual with relevant guest Q&As and operational details.

• Document new FAQs based on common guest inquiries.

• Ensure WhatsApp messages and other communications are properly logged in the system.

• Prepare End-of-Day (EOD) reports to track pending and upcoming tasks.

• Compile cleaning reports at the end of each month.

Other Responsibilities

• Make necessary process suggestions and improvements which can help the team.

• Contributes to team effort by accomplishing related results as needed.

• Perform other related tasks and duties that may be assigned by the client later on.

About You

• 2 years of experience in short-term rental operations, guest communications, hospitality, and customer service.

• Strong written and verbal communication skills.

• Excellent problem-solving and organizational abilities.

• Ability to multitask and handle high-pressure situations

• Proficiency in tools such as Operto, email management systems, and scheduling software.

Buddle Benefits Included

Health insurance

Internet allowance

KPI incentive program

Fortnightly virtual happy hour

Annual group offsites

Finer Details

Schedule:

Morning Shift: 8 AM - 4 PM AU (6:00 AM - 2:00 PM PHT)

Afternoon Shift: 4 PM - 12 AM AU (2:00 PM - 10:00 PM PHT)

Night Shift: 12 AM - 8 AM AU time (2 AM -10:00 AM PHT)

Start Date: TO BE AMENDED