Guest Experience Representative

Job Summary
The Guest Experience Rep is a key member of our team, responsible for ensuring exceptional
guest experiences through efficient communication and support. This role involves managing
various communication channels, coordinating with different departments, handling
administrative tasks related to guest stays, and providing basic support to homeowners.
What You’ll Do
? GuestSupport: Provide timely and professional messages and phone support to
guests, and escalating issues to the appropriate department when necessary.
? Communication Management: Streamline communications to ensure they are directed
to the proper departments for resolution; maintain organized and up-to-date records of
all guest interactions and communications.
? Coordination: Collaborate with housekeeping, maintenance, and other departments to
resolve guest issues promptly.
? ReviewMonitoring: Monitor and respond to guest reviews on various platforms and
independently address any negative feedback and work with managers to implement
improvements based on guest suggestions.
? Administrative Support: Assist in the preparation and distribution of guest welcome
packets and informational materials. Manage and update guest information in our
property management system.
? ClaimsandInvoicing: File Airbnb AirCover and other insurance claims as needed;
create, send, and manage invoices and leases for guests; and ensure accurate
documentation and follow-up on financial transactions and agreements.
? Client/Property Onboarding: Assist in the onboarding of new clients and properties into
the company’s system.
? HomeownerSupport: Assist Property Management to provide support to homeowners,
addressing their inquiries and concerns, facilitate communication between homeowners
and relevant departments, and ensure homeowners are informed about policies,
procedures, and any updates related to their properties.
What You’ll Need
? Thisis a fully remote position; you will need your own laptop, reliable high speed
internet, and a productive working environment
? Excellent communication skills, both written and verbal.
? Strong organizational and multitasking abilities.
? Experience in customer service or hospitality industry preferred.
? Familiarity with property management systems and communication tools.
? Ability to handle sensitive information with discretion and professionalism.
? Problem-solving skills and a proactive attitude.
Additional Responsibilities
? Participate in team meetings and contribute to discussions on improving guest services
and overall operations.
? Identify opportunities to enhance guest satisfaction and streamline communication
processes.
? Stay updated on industry trends and best practices in guest services and
communication.
? Assist with special projects and initiatives as assigned by management