Remote Administrative Assistant (With Guest Services Background)

We are currently looking for a Remote Administrative Assistant (With Guest Services Background) to join our growing organization and undertake the following tasks:

Internal Tasks:
– Inbox sorting for company owner
– Sort email inbox into guest vs owner messages, prioritizing emergency issues, non-emergency / routine guest issues (general questions, not related to major maintenance problems or requests)
– Escalate emergency guest issues to local staff when necessary
– Record shift activities methodically and with great detail to relay information to local staff or the next person on shift

Guest Services Tasks:
– Enthusiastically assist guest in finding the perfect property for their stay via phone, email, chat, etc. in company software and on any other booking platform
– Call and follow up via phone on potential guest inquiries, clear inboxes, and voicemails at the beginning of the shift
– Become familiar with all homes in the portfolio; become an expert on the homes to assist prospective and in-house guests
– Become familiar with the areas where the company has homes, be able to answer questions related to local attractions, etc.
– Handle calls, emails, and chats from in-house guests
– Handle guest issues such as lockbox issues, wifi troubleshooting, directions to homes, etc
– Enter work orders for maintenance as issues are called or emailed in from guests
– Assist with housekeeping schedules
– Escalate emergency guest issues to local staff when necessary
– Record shift activities methodically and with great detail to relay information to local staff or the next person on shift

Additional/Offseason Tasks:
– Assist with prospecting and owner outreach to build the property portfolio
– Onboard new properties into software, build room details, coordinate calendars for accuracy
– Audit current listings across all platforms, ensuring the accuracy of details and calendar synch
– Change listings for seasonality, photos, etc.
– Oversee off-season maintenance tracking, including but not limited to pool maintenance scheduling, deep cleans scheduling, carpet cleans scheduling, pest control scheduling, holiday kitchen inventory, smoke detector and lock battery change.

Job Requirements:
-Excellent written and verbal English skills.
-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.
-Empathy and Patience.
-Customer-Centric Mindset.
-Critical Thinker.
-Ability to learn new software easily and efficiently.
-Air BnB experience is required, VRBO experience is preferred.

The ideal candidate for this position should possess strong independent work capabilities, demonstrating the ability to work remotely and self-direct effectively. We are seeking individuals who thrive in an autonomous work environment and can take initiative with minimal supervision. The candidate should be adept at managing their time efficiently, setting priorities, and delivering high-quality results independently. This role requires a self-motivated professional who can demonstrate a track record of successful projects undertaken with little guidance.

Strong communication skills, both written and verbal, are essential for effectively collaborating with team members and stakeholders in a virtual work setting.

TECHNICAL REQUIREMENTS:

– Internet speed minimum 30mbps
– i5 8th Gen or higher
– Windows 10 / MacOS Catalina or higher
– Minimum of 8 GB RAM
– Private and quiet dedicated home office area (no roosters, dogs, children’s noises in the background)
– Back-ups in case of power or internet provider interruptions
– Good headset and webcam (preferably noise-canceling headset)

WHAT WE OFFER:

We offer our team members targeted development opportunities both on a professional and personal level. We also offer:
– Competitive Salary
– Holiday Reward equivalent to 13th-month pay
– HMO
– Life Event Bonuses
– Preventive Mental Health Benefit

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