Guest Experience Specialist (Airbnb, VRBO, Booking.com)

COMPANY DESCRIPTION
MIDTOWN STAYS manages a portfolio of short-term rental properties in Midtown and Downtown areas that are rented on a nightly basis. Since November of 2015 we have successfully accommodated tens of thousands of guests. Are properties are located primarily in the USA although we have plans to expand internationally as well. We cater to business travelers and leisure travelers alike who are looking for consistent accommodations and prefer our properties over those they would find at a hotel.

Midtown Stays also partners with other owners and investors to provide the best of our services with their on-the-ground team. We use our Guest Experience Team and everything we’ve learned to manage properties remotely to partner with others, manage their guest reservations, and coordinate with their on-the-ground team. You can see more info about that here ---------- /partner

OUR COMPANY CULTURE
- We are a fun, young company growing quickly
- We value open communication and adding humor whenever possible - we use a program called “Slack” to help facilitate all of our communications and to ensure that everyone is always on the same page
- Our team is spread out over the USA and internationally so each member is self-driven and empowered to handle their own responsibilities without being micromanaged
- For a more in-depth look at what we value and who we d ---------- to bring to our team, you can view all of our core values here [Our Passion, Niche, and Core Values ]( ---------- )

JOB DESCRIPTION
As a Guest Experience Specialist at Midtown Stays, you will play a pivotal role in ensuring the seamless management of all aspects related to our short-term rental reservations. We are seeking a patient, easy-going individual with a passion for delivering outstanding guest service. The ideal candidate will possess a strong familiarity with the hospitality industry, including popular booking platforms such as Airbnb, VRBO, and ---------- . You're welcome to view some of our properties at ----------

NORMAL EVERYDAY TASKS WILL INCLUDE:
- Respond promptly to guest inquiries, addressing concerns, and ensuring a high level of guest satisfaction.
- Manage reservations, handle booking changes and cancellations accurately, and maintain awareness of property policies and availability.
- Collaborate with the team via Slack to resolve issues efficiently and ensure seamless guest experiences.
- Regularly monitor and respond to guest reviews and inquiries to uphold service standards and guest satisfaction.
- Assist in processing reservations with attention to detail and accuracy, communicating effectively with guests and OTA support for timely resolutions.
- Gather feedback from guests and partners to continually enhance the guest experience and operational processes.
- Monitor and manage guest reviews across various platforms, addressing feedback promptly and professionally.
- Handle claims and disputes effectively, ensuring fair resolution for both guests and property owners
- Conduct online research to enhance the guest experience, property trends and market dynamics.
- Pursue continuous education through YouTube channels, forums, and podcasts to enrich expertise and improve reservation processing and guest engagement strategies.

REQUIRED HOURS:
- Shift Rotation - (CST USA)
- Monday - Friday (five days a week)
- Please note that the shifts will change one hour once per year when the USA has daylight savings time
- Please note that Holidays are some of the busiest times for us in the hospitality industry - paid time off (if eligible) is not allowed during holidays

REQUIREMENTS:
- Effective communication and proficiency in spoken and written English are necessary for clear communication with guests and colleagues, including occasional phone interactions.
- Strong background in hospitality or guest services/support demonstrating a deep understanding of the short-term rental industry and guest-centric service delivery.
- Access to reliable and stable high-speed internet, with backup options and ensures uninterrupted connectivity for the role.
- Image of Upload and download Speed Required
- Back up power in case of power outages
- Must have a personal computer meeting technical specifications to handle the demands of the position efficiently.
- Must have a Virtual Private Network (VPN) for secure communication
- As a condition of your employment candidate must not have any other employment during our scheduled hours (we will be your sole employer)
- Strong problem-solving skills, coupled with meticulous attention to detail, enabling proactive resolution of guest issues and operational challenges.
- Dedication to delivering exceptional guest service and upholding the high standards and reputation of Midtown Stays and its Partners is paramount.
- Willingness to engage in ongoing training and development initiatives demonstrates a growth mindset and a proactive approach to personal and professional improvement.
- Flexibility to accommodate varying work schedules, including evenings, weekends, and holidays, meets the dynamic needs of the business and guests.
- Completion of personality assessments
- DISC Personality Test ( ---------- ) (built-in to onlinejobs.ph)
- Via Character Test ( ---------- )


COMPENSATION:
$640 for the first 3 months
$800/ Month afterward (after assessment)

- Paychecks are processed every other Wednesday to be deposited every other Friday
- Payments will be made through "Payoneer"
- If you are sick we hope you get better soon! But it will be your responsibility to coordinate with another receptionist on our team and inform management that you will be off so we can make sure the shift gets covered
- Employment will be temporary for the first 90 days*
- Assessment at 90 days
- If you meet all expectations after 90 days, we will continue on with your contract. Re-assessment will be scheduled on your 6th month with us.

If you are interested in this position, please respond back via email with email subject: GES Application to ---------- along with your resume and relevant work experience and answer the following two questions:

1. A guest refuses to leave the property at the designated checkout time, causing delays for the next guest's arrival. How would you handle this situation?
2. A guest leaves a lengthy and detailed negative review, detailing multiple issues that were not communicated during their stay. How would you respond to the review and address the underlying issues?

Please let me know what questions you have, I look forward to hearing from you! Gina