Short-Term Rental (STR) Guest Communication Specialist

This job comes with the potential for a promotion within three months! This job does not require the employee to sit at a desk the entirety of their shift. Some of these duties can be completed using a cellphone.

Job Description:
We are seeking a proactive and courteous Short-Term Rental Guest Communication Specialist to join our dynamic team at BNB Vacation Rentals. This role is vital for ensuring exceptional guest experiences across our portfolio of twenty-five short-term rental properties. As the first point of contact, you will play a key role in managing communications, addressing guest inquiries, and solving problems to ensure our guests have a memorable stay. This is a remote position with a work schedule from 6 PM to 12 AM CST, with the bulk of work expected between 6-9 PM CST. After 10PM, we transition to handling only emergency communications to ensure both our guests and team can rest easy.

Responsibilities:
– Communications Management: Promptly respond to guest inquiries via various platforms (e.g., Airbnb, VRBO) to provide detailed information about the property, booking process, and stay details. Employees are expected to give an initial response within five minutes of guests messaging.

– Emergency Guest Support: Offer timely support for any emergencies that arise post 10PM, ensuring guest safety and satisfaction. Communicate with the Chief Operations Officer (COO) if any emergencies arise.

– Booking Support: Assist guests with booking inquiries, modifications, and cancellations.
Information Dissemination: Provide guests with essential information regarding their stay, including check-in/out procedures, house rules, and local recommendations.

– Issue Resolution: Act as the first line of problem-solving for any guest concerns or issues during their stay.

Skills and Qualifications:

– Exceptional Communication: Excellent written and verbal communication skills in English. Although a lot of the messages are canned and/or automated, you will have to frequently go off-script to answer questions.

– Customer Service Orientation: Previous experience in a customer service role, preferably in the hospitality industry.

– Problem-Solving: Ability to address and resolve issues efficiently and satisfactorily. We prefer someone who can think critically and will help solve problems without always asking the COO for advice.

– Attention to Detail: Keen eye for detail to manage bookings and guest communications accurately.

– Tech-Savvy: Comfortable using Hospitable, WhatsApp, and Google Business Suite.

– Flexible and Adaptable: Able to handle out-of-hours communications for emergencies and adapt to varying guest needs.

– Team Player: Collaborates effectively with housekeeping and maintenance teams to ensure property readiness and resolve any issues.

Preferred but Not Required:
– Experience in short-term rental or hospitality industry.
– Familiarity with time zone differences and ability to work flexibly.

How to Apply:
Please send your resume, a brief cover letter explaining why you are the perfect fit for this role, and any relevant customer service experience. Include the phrase “Guest First” in your application to confirm you’ve read the job details.