Remote Guest Services Representative

Extenteam is currently looking for a Remote Guest Services Representative to join our growing organization and undertake the following tasks:

Duties:
·        Assisting with reservations sales
·        Assisting guests with existing reservations
·        Answering OTA inquiries in a timely manner (per partner’s SLA)
·        Solving common guest problems with their stay
·        Providing pre/post guest communication
·        Communicate in all mediums - text, email, chats, phone, etc.
·        Guest review management

Task List:
Answer all phone calls
Answer SMS and email messages
Answer web chats
Assist property owners with questions
Handling of complicated escalated guests, and working with management to resolve guest issues with Reservations in house and third party booked.
Handling of complicated escalated guests, and working with management to resolve third party bookings.
Effectively manage two-way daily correspondences and operational tasks
Effectively manage one-way daily correspondences and operational tasks - Contact into the team member. Message to the property
Assist guests by handling reservation related questions - create, modify, cancel reservations when needed
Make outbound sales calls by following up with guest inquiry leads for second chance bookings following our established lead follow-up procedures
Make outbound calls to incoming guests prior to arrival to make sure their needs are met
Guest stay reccomendations** Property to provide this information
Solving guest problems such as lockbox issues, wifi troubleshooting, directions to homes, etc.
Solving guest problems such as lockbox issues, directions to homes, etc.


Reservation Management
Process daily reservations reports
Administrative Aspects:
Manage sales leads using any CRM / lead tracking software
Assist customers with their existing reservations
Assist guests by handling reservation related questions - create, modify, cancel reservations when needed
OTA Management
Process online and third-party reservations according to procedures
Follow up with inquiries,leads and repeat guests to generate revenue
Update listings in OTA system - photos, rates, descriptions
Managing guest reviews - capturing them and loading them to appropriate places
Data entry such as onboarding of properties into your PMS, AirBnB or VRBO listings
Audit Airbnb and bookings
Organize taxes and fees into quickbooks from OTA bookings
Respond to guest inquiries via Airbnb, Vrbo messaging
Respond immediately to Airbnb guest review
Operations management
Shift pass - team member summarizing what the next shift needs to prioritize, what occured during their shift
Maintenance and housekeeping scheduling, coordination, and organization thru PMS or operations software
Onboarding of new properties into PMS
Reporting of data from PMS - schedules, inventory, guests arriving, etc.
Ordering inventory
Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.
Update FAQs for all properties in the knowledge base. Continuously update these as questions are fielded.
Routing issues to maintenance and housekeeping staff. Coordinating tasks with this group as well


Administrative support
Inbox triage and sorting
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
Handle travel arrangements for the company
Manage project timelines
Manage calendar appointments for the owner or managers
Data entry


Must haves:
·        guest services and reservations experience in the vacation rental industry or 5 star hotel type environment
·        excellent written and verbal English skills.  No exceptions.  This position will be communicating via all mediums.  5 of 5 on our assessments.
·        Empathy
·        Problem solving skills
·        Ability to work independently
·        Critical thinker
·        Tech Savvy – Can learn technology and software quickly

Nice to haves:
·        Vacation rental industry experience, working with VRBO, AirBnB, etc.
·        PMS experience in the rental industry or hotel industry

Tools Used:
-Google email
-Microsoft suite. (Mainly for Excel)