About The Position
As the Guest Liaison and Property Manager Support, you will serve as the cornerstone of the guest communication, ensuring seamless stays at the client’s short-term holiday rentals. You'll wear multiple hats, managing inquiries, vetting guests, reporting maintenance requests. If you are committed to delivering top-notch customer service at every touchpoint, and are dedicated to building positive relationships with guests, property managers, and stakeholders that will drive positive reviews and repeat business, we'd love to meet you!
Requirements
- 1-2 years of experience in short-term rental operations, guest communications, hospitality, and property management
- Excellent written and verbal communication skills, with a proven track record in customer service or hospitality.
- Strong organizational 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.
Responsibilities
- 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.
- Utilize Homehero software to manage guest bookings, communications, up-to-date property information, and tasks.
- 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.
- Complete other tasks assigned by the team as needed.
- Stay up-to-date on industry trends and best practices in short-term rentals.
- Foster a positive and collaborative team environment.
Benefits
- healthy team culture
- regular team meet ups
- social events
- reward programs
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
