Guest Experience Representative

Responsible for communicating with guests using various methods, such as phone, email, and live chat messaging.
The Guest Experience Representative will handle guest requests, questions and issues prior, during and post stay. This role also consists of data tracking and entry to ensure company standards are documented and support all guidelines and practices.

Job Duties:

Respond to guests’ messages and calls

Work closely with Superhosts to achieve guest excellence

Review daily work orders and ensure they are completed prior to guest arrival

Coordinate requests with Operations Team and Superhosts

Collect all necessary details for any guest issues and assist in a timely manner

Record all notes in each reservation and provide updates in Slack channels

Send and follow up payment requests

Assist Superhosts with quality reports and reviews

Assist guests with arrivals and departures

Managing payment links and recording financial details

Consistently check for Slack updates and action accordingly

Manage door codes and early arrival times and late checkout times

Send out photos to guests of multi-unit property

1 years of experience in Customer service and/or hospitality management experience
Background in hotels, resorts, or short-term rentals is preferred

Education: college diploma or bachelor’s degree, preferably in Hospitality or related study area

Other qualifications: user of Microsoft Office, background with G-Suite, Opera, and/or Guesty (preferred)

Soft Skills: 

Passionate and enthusiastic about the short-term rental industry

Dependable and understanding of the team culture and dynamic

Proven verbal and written communication skills in English

Self-motivated and able to multitask in a fast-paced environment

Professional attitude with strong time management skills

Ability to solve problems using an indirect and creative approach

Flexibility to work shifts and on weekends and public holiday