Remote Guest Service Associate

Bismuth Stays is looking for a service-oriented individual to help answer guest inquiries, resolve guest issues, and manage guest reservations. The ideal candidate is someone who has several years of experience in client-facing roles, preferably in lodging/hospitality, is comfortable interacting with all types of people, and is tech-savvy. The role is remote / home-based.

Bismuth Stays is a short term rental company managing rental properties in the United States. The company is rapidly expanding and is looking for an individual that can grow with the company in terms of career development and responsibilities.

**Please include a copy of your resume in your application**
**Your application will be discarded if you do not have hospitality experience or working as a Level 2 Airbnb Resolutions Specialist**

Qualifications

**Hospitality or previous experience as a Level 2 Airbnb Resolutions Specialist is required**
Must have prior experience working in a customer facing hotel role for 3+ years
Native/fluent in English (to communicate over the phone and in writing well with U.S.-based guests)
15mbps+ internet download speed and a quiet private workspace – there should be no sound of farm animals, other people/kids, or TV in your workspace to disrupt your outbound calls. Headsets preferred
Tech-savvy/able to use various apps and programs to make the job easier – WhatsApp, Slack, Zoom/Skype (video conferencing), other VoIP applications, Excel
Enthusiasm for customer service/good attitude – many guests who reach out are reaching out because they are unhappy or upset
Team-oriented – individual will be working alongside a team; some customer issue require the efforts of the team to resolve
Responsibilities

Guest management

Answer guest inquiries/questions via messaging, phone calls, texting, and email
Interact with booking platform representatives (Airbnb, VRBO, Expedia, etc.)
Manage guest reservations – alter reservations, redirect/relocate guests, assist guests with unit-related issues (e.g. AC, WiFi, where to put the trash, etc.)
Filing insurance claims against guests for damage
Documenting and managing issues via task management software (Asana)
Property management coordination

Interacting with cleaning agencies, maintenance contractors and building management in each city for minor repairs/to help resolve guest issues
Occasional administrative and data entry tasks

40 paid hours per week, 5 days per week
Paid time off and additional leaves available
Long-term career development and growth as Bismuth Stays expands