Buddle

Guest Communications Associate

Buddle

full-time

Posted on:

Location Type: Remote

Location: Philippines

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Tech Stack

Swift

About the role

  • Respond promptly and professionally to guest inquiries across multiple booking platforms (Airbnb, Booking.com, VRBO, Company Website).
  • Vet potential guests to ensure they meet our booking criteria and review guest profiles and bookings for any potential red flags.
  • Proactively communicate with guests throughout their booking journey, providing clear instructions, local recommendations, and addressing any concerns.
  • Complete accurate and insightful guest reviews on booking platforms and collect guest feedback to enhance the overall guest experience.
  • Manage the company email inbox, responding to inquiries and forwarding or assigning emails to relevant team members.
  • Answer, log, and action guest phone calls, offering helpful solutions and escalating issues as needed.
  • Address guest maintenance requests promptly and efficiently by liaising with property managers and logging them into the Maintenance portal for swift resolution.
  • Maintain and update property information and documentation in Google Drive.
  • Identify areas for enhancement in the guest experience and implement solutions to improve service.
  • Adhere diligently to company policies and procedures, maintaining high standards of professionalism and service.
  • Collaborate effectively with the team to ensure seamless guest experiences across all touchpoints.

Requirements

  • Excellent written and verbal communication skills, with a proven track record in customer service or hospitality.
  • Strong organisational and time management abilities with meticulous attention to detail.
  • Ability to thrive in a fast-paced environment, multitasking, prioritizing tasks, and meeting deadlines effectively.
  • Proficiency in various booking platforms, property management software, and communication tools such as Homhero, Google Drive, Gmail, Airbnb, Booking.com, and VRBO preferred.
  • Positive and enthusiastic attitude, coupled with a solution-oriented approach and a passion for exceeding guest expectations.
  • Ability to work both independently and collaboratively as part of a team.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicehospitalitymultitaskingtime managementattention to detail
Soft Skills
written communicationverbal communicationorganizational skillsproblem-solvingteam collaborationpositive attitudeenthusiasmsolution-oriented