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Vacation Rental Specialist (Streamline PMS)
Philippines
We are looking for a Remote Vacation Rental Specialist for a Property Management Company Client of ours.
This position is pivotal in providing outstanding customer service, managing reservations efficiently, and supporting back-office operations. The ideal candidate will excel in working independently, communicating effectively in a virtual setting, and ensuring a seamless experience for guests and internal teams.
Key Responsibilities:
Guest Services:
- Serve as the primary contact for guests, delivering exceptional customer service.
- Respond to in-house guest emails, chats, and texts through professional and friendly written communication to assist with issues such as lockbox, wifi troubleshooting, directions to homes, etc.
- Answer in-house guest calls and assist with issues such as lockbox, wifi troubleshooting, directions to homes, etc.
- Make outbound calls to incoming guests before arrival to ensure their needs are met.
- Respond to complaints or upset guests while maintaining professionalism and expressing empathy. When needed, escalate to the appropriate department or manager.
- Enter work orders for maintenance as issues are called or emailed in from guests.
Guest Reservation Management:
- Communicate with potential guests in professional and friendly written communication via email, chat, and text.
- Respond to emails with reservation information, confirmations, and additional details.
- Collaborate with guests to understand their needs, recommend suitable properties, and answer questions regarding rooms, facilities, and rates.
- Become familiar with the area, company properties, and local attractions to be able to answer guest inquiries and questions.
- Advise customers regarding ongoing promotions or available upgrades that may enhance their experience.
- Respond to written guest inquiries via Airbnb, Vrbo, or other OTA messaging platforms.
- Answer phones and manage the end-to-end reservation process, including converting guest inquiries to bookings and assisting guests in altering or canceling reservations.
- Check voicemail and make outbound calls to follow up with potential guest inquiries and convert inquiries to bookings.
- Manage sales leads using any CRM / lead-tracking software.
- Process guest payments.
Guest Feedback Management:
- Check and respond to guest reviews.
- Collect and analyze virtual guest feedback to identify areas for improvement and enhance overall guest satisfaction.
Back Office Support:
- Assist property owners with questions.
- Process daily reservation reports.
- Contribute to back-office operations, handling tasks such as data entry, record-keeping, and documentation.
- Coordinate with internal teams, including housekeeping and maintenance, to support the efficient operation of vacation rental properties.
- Data entry for onboarding of properties into PMS, AirBnB or VRBO listings.
- Update listings in OTA systems, including property photos, rates, and descriptions.
Foundational Requirements:
- Excellent written and verbal English skills for phone, text, and email communication.
- 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.
- Ability to show empathy, exhibit patience, and have a customer-centric mindset
- Possess critical thinking and problem-solving skills.
- Ability to learn new software quickly and efficiently.
- Willingness to ask questions when unclear about a task or process.
Nice to Haves:
- Vacation rental industry experience, working with VRBO, AirBnB, etc.
- PMS experience in the rental and hotel industry.
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