Remote Guest Services Lead | Bilingual (English/Spanish)

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Requirements:

• Some guest services and/or reservations experience in 5 star hotel type environment or the vacation rental industry.
• Must be able to communicate both written and verbal in Spanish.
• Excellent written and verbal English skills.
• Strong organizational and multitasking abilities.
• Ability to work independently in a remote work environment.
• Attention to detail and commitment to providing exceptional service.
• Empathy and Patience.
• Customer-Centric Mindset.
• Critical thinker.
• Ability to learn new software easily and efficiently.
• Internet speed minimum 30mbps. Needs to be wired (Buy a dongle if no LAN port)
• i5 8th Gen or higher
• Windows 10 / 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)

Responsibilities:

• Sort email inbox into guest vs. owner messages, prioritizing emergency issues, non-emergency / routine guest issues (general questions, not related to major maintenance problems or requests) assigning tasks to internal staff as necessary
• Escalate emergency guest issues to local staff when necessary
• Record shift activities methodically and with great detail in order to relay information to local staff or to the next person on shift
• Enthusiastically and promptly assist guests in finding the perfect property for their stay via phone, email, chat, etc. in company software and on any other booking platform
• Call and follow up via phone on potential guest inquiries, clear inboxes and voicemails at the beginning of the shift
• Become familiar with all homes in the portfolio; become an expert on the homes to assist prospective and in-house guests
• Become familiar with the areas where the company has homes, be able to answer questions related to local attractions, etc.
• Handle calls, emails, and chats from in-house guests. Handle guest issues such as lockbox issues, Wi-Fi troubleshooting, directions to homes, etc
• Enter work orders for maintenance as issues are called or emailed in from guests. Assist with housekeeping schedules
• Learn answers to FAQ for tech issues, including but not limited to smart thermostats, TVs, and mini split air conditioners
• Assist with prospecting and owner outreach to build the property portfolio
• Onboard new properties into software, build room details, coordinate calendars for accuracy
• Audit current listings across all platforms, ensuring the accuracy of details and calendar synch
• Change listings for seasonality, photos, etc.
• Oversee off-season maintenance tracking, including but not limited to pool maintenance scheduling, deep cleans scheduling, carpet cleans scheduling, pest control scheduling, holiday kitchen inventory, smoke detector and lock battery change