Remote Guest Reservations Agent

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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.
• TECHNICAL REQUIREMENTS: Internet speed minimum 30mbps, i5 8th Gen or higher, Windows 10 / MacOS Catalina or higher, minimum of 8 GB RAM, private and quiet dedicated home office area, back-ups for power and internet interruptions, good headset and webcam.

Responsibilities:

• 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.
• Enter work orders for maintenance as issues are called or emailed in from guests.
• 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.
• Check and respond to guest reviews.
• Collect and analyze virtual guest feedback to identify areas for improvement and enhance overall guest satisfaction.
• 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 VRVO listings.
• Update listings in OTA systems, including property photos, rates, and descriptions.