Remote Guest Services Agent (Proficient with Track PMS)

We are currently looking for a Remote Guest Services Agent (Proficient with “Track” PMS) to undertake the following tasks:

Internal tasks

-Inbox sorting: sort email inbox into guest vs. owner messages, prioritizing emergency issues and non-emergency/routine guest issues (general questions not related to major maintenance problems or requests) assigning tasks to internal staff as necessary

-Escalate emergency guest issues to local staff when necessary

-Record shift activities methodically and with great detail in order to relay information to local staff or to the next person on shift

Guest Services tasks

-Enthusiastically and promptly assist the 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, Wi-Fi troubleshooting, directions to homes, etc.

-Enter work orders for maintenance as issues are called or emailed in from guests. Assist with housekeeping schedules

-Learn answers to FAQ for tech issues, including but not limited to smart thermostats, TVs, and mini split air conditioners

-escalate emergency guest issues to local staff when necessary.

-Record shift activities methodically and with great detail in order to relay information to local staff or to the next person on shift.

**also listed under internal tasks as emergency issues may be discovered in email sorting

Additional tasks, when time allows, are assigned by the owner. Offseason tasks

-Assist with prospecting and owner outreach to build the property portfolio

-Onboard new properties into software, build room details, and 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 clean scheduling, carpet cleaning scheduling, pest control scheduling, holiday kitchen inventory, smoke detectors, and lock battery change

The ideal candidate will be competent and confident, able to answer guest questions and diffuse tense situations if necessary
Preferred minimal accent and maximum Vacation Rental industry experience.

TRACK USERS PREFERRED

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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