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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 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.
Benefits
Comp & perks- Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.
- Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.
- Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.
- HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization. This helps ensure employees have access to routine checkups, consultations, and coverage for medical care.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data entryguest review managementbooking managementPMSAirBnBVRBOvendor liaisondocumentationschedulingpermitting
Soft Skills
written communicationverbal communicationorganizational skillsmultitaskingindependenceattention to detailcustomer-centric mindsetempathyproblem-solvingcritical thinking