Customer Service Specialist

I have experience using platforms such as Booking.com, Airbnb, VRBO and Furnished Finder. I also have experience working with Innago, where we create direct bookings by preparing lease agreements for guests. Additionally, I have experience reviewing property damage claims and filing guest misconduct reports when necessary. I am also knowledgeable in submitting AirCover claims to Airbnb on behalf of property owners.

I assist guests throughout the booking process by helping them reserve properties and ensuring a smooth experience from inquiry to confirmation. Part of my role involves reviewing guests’ previous host reviews before approving booking requests to ensure the property is protected and reservations are accepted responsibly. I also ask probing questions to better understand the purpose of their stay and confirm that the booking aligns with the property’s requirements and policies. Additionally, I assist guests by confirming booking requests, providing detailed information about the property, answering their questions promptly, and building positive relationships to ensure a great guest experience.

Most of my experience is in customer service. I have experience assisting guests in person from my previous role in reception, as well as supporting guests and customers through phone and email. A key part of my role is ensuring that I provide the best possible resolution to their concerns to achieve customer satisfaction and deliver a positive experience.

Respond to emails with such details ensuring that all information content is correct and factual.

As a receptionist, one of the key responsibilities is handling walk-in guests by creating reservations and gathering the necessary details to be entered into systems such as Fidelio and Opera. We also ensure that our guests’ personal information is handled with the utmost confidentiality and maintained securely at all times.

Checking the best payment arrangements to offer to our consumers for them to manage their current balance with respect to their capacity to pay. Assisting them to apply for any available government grants.