STR Listing Specialist with Cloudbeds Expertise

We are looking for a detail-oriented Hotel Operations Specialist with proven Cloudbeds (PMS) expertise to join our dynamic team, primarily focused on managing guest interactions and property listings for our hotel and boutique hotel properties. In this role, you will be responsible for ensuring exceptional guest experiences from reservation to post-stay, leveraging Cloudbeds Property Management System (PMS) to streamline communication, list and optimize property listings, integration to different OTAs and ensure seamless operations. If you are tech-savvy, have a passion for hospitality, and enjoy using cutting-edge tools to enhance guest services, we want to hear from you!

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 Hotel Operations Specialist with expertise in Cloudbeds, you will play a critical role in managing our reservations through the Cloudbeds platform, ensuring efficient guest interactions and seamless coordination. You’ll be our point person for delivering exceptional service, so familiarity with Cloudbeds is essential to excel in this role and optimize our reservation process.
DAY-TO-DAY RESPONSIBILITIES INCLUDE:
- Utilize Cloudbeds to manage reservations, booking adjustments, cancellations, and communicate with guests on various platforms.
- Respond promptly to guest inquiries and concerns, upholding high service standards and guest satisfaction.
- Collaborate effectively within our team via Slack, utilizing Cloudbeds to track, update, and share reservation status and guest details.
- Support listing creation and onboarding for new properties into Cloudbeds
- Monitor and respond to guest reviews, using feedback to drive a better guest experience and foster positive relationships.
- Accurately process reservations and troubleshoot booking issues in Cloudbeds, engaging with guests and OTA support for swift resolution.
- Cultivate a mindset of curiosity as a driving force for continuous learning and industry research, refining our services to stay ahead and support our partners' long-term growth.
- Gather guest and owner feedback with curiosity and a proactive approach to problem-solving, enhancing our services and refining operations.
- Resolve claims, manage disputes, and ensure fair resolution for guests and property owners.
REQUIRED HOURS:
- 7:00am - 3:30pm - (CST USA)
- Thursday to Monday (five days a week)
- Please note that the shifts will change one hour once per year when the USA has daylight savings time
- Holidays are some of the busiest times for us in the hospitality industry and to ensure proper operational coverage, paid time off (if eligible) is not allowed during holidays.
REQUIREMENTS:
- Proven experience with Cloudbeds for reservation management, guest communications, and integration with major OTA platforms (Airbnb, VRBO, ---------- ).
- Proficient in English for clear guest and team communication, including occasional phone interactions.
- Hospitality or guest services experience, ideally within short-term rentals.
- Reliable high-speed internet and a VPN for secure communication.
- Sole employment, with flexibility for varying schedules including evenings, weekends, and holidays.
- Exceptional problem-solving skills and attention to detail, prioritizing a proactive guest experience.
- Commitment to Midtown Stays’ high service standards and reputation.
- Participation in ongoing training, especially with Cloudbeds updates and best practices.
- Completion of personality assessments
- DISC Personality Test ( ---------- ) (built-in to onlinejobs.ph)
- Via Character Test ( ---------- )
COMPENSATION:
$6 - $7 per hour
40 hours/ week
- 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, followed by an assessment.
- 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: CLOUDBEDS EXPERT! to ---------- along with your resume and relevant work experience and answer the following two questions:
1. 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?
2. How do you ensure accurate booking management in Cloudbeds when handling last-minute reservation changes?

While we appreciate everyone's interest, please note that only shortlisted candidates will be contacted. Thank you!