Extenteam

General

• 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.

Guest Services Specialist