Back Office Assistant - Colombia Based (English and Spanish)

We are looking for a Back Office Assistant 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 be bilingual English/Spanish, 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, parking questions, etc.
● 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.
● Become familiar with the area, company properties, and local attractions to be able to answer guest inquiries and questions.
● 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.

Back Office Support:
● 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 Spanish and English skills for phone, text, and email communication. 

● Must be based in Colombia. 
● Excellent phone etiquette.
● 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.
● Proficiency in Google Business Suite.