Guest Services Specialist with Association Of Apartment Owners Experience

 

We are looking for Guest Services Specialist with Association Of Apartment Owners Experience for a Property management company Client of ours. This role involves handling inquiries, providing information, resolving issues, and ensuring a seamless communication experience for guests across multiple platforms. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

Key Responsibilities:

• Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.
• Provide accurate information regarding bookings, services, policies, and other inquiries.
• Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.
• Assist with booking and confirming reservations. Assisting with reservations sales
• Guest review management: Review guest feedback and answer reviews on OTAs
• Coordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.
• Create, update, and maintain guest communication templates and FAQs.
• Ensure all communications reflect the partner's voice and guidelines.
• Attend occasional virtual meetings and training sessions.
• Provide constant feedback to the team regarding partner issues / suggestions to improve processes. 
• Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.
• Data entry such as onboarding of properties into your PMS, AirBnB or VRBO listings
• Work on off season duties such as deep clean scheduling, lock battery replacements, smoke detector battery replacements, kitchen inventory, documentation of processes and procedures
• Handle permitting, Insurance requirements / documentation from property owners
• Manage calendar and inbox

• Association Of Apartment Owners Experience
• 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

TECHNICAL REQUIREMENTS:

• Internet speed minimum 30mbps:  Needs to be Wired (Buy a dongle if no LAN port)
• i5 11th Gen or higher
• Windows 11 / 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)