Guest Services Specialist
6 days ago
We are looking for Remote Guest Services Specialist 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 11th Gen or higher
- Windows 11 / 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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