Vacation Rental Company: Reservationist

JOB OVERVIEW - Short Term Rental Vacation Home Reservationist in Park City, Utah.

As a Remote Reservationist for our vacation rental company, you will be the first point of contact for our guests and property owners, handling reservations, inquiries, and various administrative tasks. We are hiring for two positions: one Reservations Manager (starting pay $7 per hour) and one Reservations Agent (starting pay $5 per hour). Your primary objective is to provide timely, professional, and effective communication to ensure exceptional guest experiences and smooth property management operations.

We are starting our Philippines team with 4 members and have a goal of growing to 6 tea ---------- mbers within 12 months, providing growth and leadership opportunities within the team.

KEY RESPONSIBILITIES

Communication & Inquiries Management:

Respond promptly to emails, phone calls, and guest inquiries daily.
Provide courteous and professional responses to inquiries across all platforms, including Airbnb, VRBO, and other OTA channels.
Warmly transfer calls to the appropriate tea ---------- mber when necessary, ensuring a seamless experience for the caller.

Reservation Management:
Handle all reservation requests, modifications, and cancellations efficiently through the Property Management System (PMS).
Manage and update reservations on Streamline and other PMS systems as required.
Monitor and ensure that all reservation balances are collected before guest arrivals, and follow up on any outstanding payments.

Guest Experience & Documentation:
Ensure that guests receive all necessary check-in documents and instructions prior to arrival.
Verify and send any additional guest documents or requirements throughout their stay.
Respond to and resolve guest complaints and feedback across different OTA platforms promptly and professionally.

Payments & Balances:
Review and address any open balances for reservations nearing check-out.
Process guest security deposit reports weekly and refund deposits upon approval.
Coordinate with accounting on any refunds that require check payments.
Run rent rolls at the start of each month, ensuring long-term rent payments are collected and reported.

Work Order & Maintenance Coordination:
Create work orders for any maintenance requests received from guests or internal teams.
Assign work orders to the appropriate tea ---------- mbers, ensuring timely resolution and follow-through.

Lead & Review Management:
Respond to new leads and manage ongoing communication with potential guests daily.
Monitor and respond to all reviews left on OTA channels, maintaining a positive company image.
Handle and respond to chargebacks and declined credit card payments promptly.

Software & Systems Use:
Use and manage company systems effectively, including Streamline, RueBaRue, Slack, RingCentral, and other related software.
Maintain up-to-date records and ensure accurate information is logged in all systems.
Training:

Participate in 1 week of training through our Casago Online University to familiarize yourself with our business practices, culture, systems, and software. Selected candidates will receive $250 for the week of training.

Work Schedule:
The position requires 48 hours per week.
Reservations Manager: 8 AM - 5 PM (Mountain Standard Time) with a 1-hour lunch break.
Reservations Agent: 5 PM - 2 AM (Mountain Standard Time) with a 1-hour break.

Video Requirement:
Tea ---------- mbers will be required to be on video in our virtual conference room during their shift to work efficiently with our US tea ---------- mbers.

Key Qualifications:
Experience: Previous experience in a reservationist role or customer service within the hospitality, vacation rental, or property management industry.

Technical Skills: Proficiency in using PMS systems (Streamline or similar), OTA platforms (Airbnb, VRBO), and communication tools (Slack, RingCentral).

Communication Skills: Proficiency in written and spoken English is mandatory. Candidates will be required to take an English aptitude test and a short hospitality etiquette quiz prior to being selected to join the Casago University training.

Detail-Oriented: Ability to manage multiple inquiries, bookings, and follow-ups accurately and efficiently.

Problem-Solving Skills: Ability to handle guest complaints, address issues, and provide satisfactory solutions quickly.

Equipment Requirements: A reliable laptop or desktop computer with a minimum of a dual-core processor, at least 8GB of RAM, and a stable, high-speed internet connection (ideally broadband with speeds of at least 3-5 Mbps).
Benefits:

Competitive salary based on experience:
Reservations Manager at $7 per hour and Reservations Agent at $5 per hour.
Paid time off and holiday benefits.
Professional development opportunities.

Join the Casago Team and help deliver unforgettable guest experiences while working remotely from the Philippines!