Vacation rental operations specialist-Remote

Job Title: Guest Relations Coordinator

About Us:

We are a dynamic holiday home company dedicated to providing outstanding experiences for our guests. We manage a wide range of properties and are committed to ensuring each stay is memorable and enjoyable. Our focus is on excellent service, attention to detail, and creating a comfortable, welcoming environment for all our guests.

Job Description:

We are seeking a motivated and service-oriented Guest Relations Coordinator to join our team. This role is crucial for ensuring smooth operations and exceptional guest experiences from booking to checkout. The ideal candidate will be a proactive communicator, skilled in organization, and adept at handling multiple tasks in a fast-paced environment.

Responsibilities:

- Respond promptly and professionally to guest messages.
- Create WhatsApp groups for each booking to facilitate communication.
- Organize and schedule cleaning services to maintain property standards.
- Send professional welcome messages to guests upon booking confirmation.
- Actively seek and secure positive reviews from guests.
- Follow up on guest needs during their stay to ensure satisfaction.
- Ensure timely guest checkouts and smooth check-ins.
- Reach out to canceled guests to understand reasons and potentially rebook.
- Contact guests with negative feedback to address and resolve issues.
- Conduct check-ins with guests during their stay to maintain high service levels.
- Collect and track city tax payments from guests, ensuring accurate record-keeping.
- Answer and manage incoming calls with a focus on customer service.
- Monitor and manage bookings through channel managers, Airbnb, and Booking.com.
- Create and manage accounts for new apartments on Airbnb and Booking.com, ensuring accurate and appealing listings.

Requirements:

- Proven experience in customer service, hospitality, or related field.
- Excellent communication and interpersonal skills.
- Ability to multitask, prioritize, and manage time effectively.
- Proficiency in using Airbnb and Booking.com platforms.
- Fluent in English; additional languages are a plus.
- Strong problem-solving skills and attention to detail.
- Comfortable working remotely and available to handle inquiries outside of traditional office hours.

What We Offer:

- A remote and flexible working environment.
- The opportunity to be part of a growing company with a passionate team.
- Competitive salary and performance bonuses.
- Training and development opportunities to enhance your skills.