Reservation Specialist for Vacation Rentals

Join a Vacation Rental company team in Florida. Answer calls and messages to convince people to reserve a vacation home. Also be able to troubleshoot issuse over the phone.

** Must have experience in the vacation or travel industry.

Must have excellent English and enjoy selling.

Internal Tasks:

Inbox Sorting: Efficiently organize email inboxes, categorizing messages into guest versus owner communications, and prioritize emergency issues. Manage non-emergency or routine guest inquiries by assigning tasks to internal staff as necessary.

Emergency Escalation: Promptly escalate urgent guest issues to local staff.

Record Keeping: Meticulously document shift activities and important details to ensure seamless communication with local staff and smooth transitions between shifts.

Guest Services Tasks:

Guest Assistance: Proactively help guests find the ideal property for their stay using company software and other booking platforms. This includes handling inquiries through phone, email, and chat.

Property and Area Expertise: Acquire comprehensive knowledge of all properties in the portfolio and familiarize yourself with the regions where the properties are located, including local attractions.

Communication and Issue Resolution: Address guest communications and resolve issues like lockbox problems, Wi-Fi troubleshooting, and directions. Enter maintenance work orders as required and assist with coordinating housekeeping schedules.

Tech Support: Develop proficiency in troubleshooting common technical issues related to smart thermostats, TVs, and mini-split air conditioners.

Detailed Documentation: Ensure detailed record-keeping of shift activities to provide clear and actionable information to the next shift or local staff.

Additional Tasks (as time allows or during the offseason, assigned by the Owner):

Prospecting and Owner Outreach: Engage in outreach efforts to expand the property portfolio.

Property Onboarding: Integrate new properties into the system, setting up room details and coordinating calendar accuracy.

Listing Audit and Updates: Regularly review and update listings across all platforms for detail accuracy and calendar synchronization, and adjust listings based on seasonality.

Maintenance Oversight: Manage scheduling for offseason maintenance tasks such as pool maintenance, deep cleaning, carpet cleaning, pest control, and necessary replacements in the property’s smoke detectors and locks.

Candidate Profile:
The ideal candidate will be capable and confident, with the ability to efficiently answer guest questions and talk the guest into booking.