Guest Support Specialist

Are you a highly skilled individual with experience in hospitality & property management?

We'd love for you to apply to this role!
Please read through instructions.


Responsibilities:
• Reports to and takes direction from Operations Manager, Guest Experience
• Communicate with guests through our Property Management System
(OwnerRez)
-Answer questions from current, incoming, and inquiring guests using our
property master cheat sheet
-Ensure all guests have received their access codes prior to arriving at the
property
-Respond to guests requiring assistance gaining access to the property
-Give recommendations of places to eat and things to do that are relevant
to the guest using our canned responses
-Respond to inquiries and reservations from our guests
-Processed requests from our Online Concierge Store
• Manage the cleaning and supplies
-Review cleaning schedule on a daily and weekly basis
-Verify cleaners and inspections arrive and are completed on time
-Review photos from cleaners to ensure property is complete
-Manage supplies and reorder when needed
-Process all resolution claims
• Escalate issues to Operations Manager, Guest Experience
• Coordinate property maintenance via our work order tool (MaintainX)
• Monitor battery levels and create work orders as needed
• Review property video recordings daily to ensure compliance with house rules
• Process vendor payments
• Prepare weekly expense reports
• Preparing monthly owner reports
• Assist with listing creation and other onboarding tasks for new properties
• Ad-hoc data entry projects

Results:
1. Maintain a review rating of 4.9 or higher
2. Maintain 100% response rate to all inquiries
3. Maintain response time of 12 minutes or less for all inquiries
Requirements:
1. Prior experience in guest support with Airbnb or VRBO
2. Very strong written and spoken English language
3. Extreme attention to detail
4. Outstanding customer service
5. Excellent typing including speed and accuracy
6. Ability to problem solve
7. Read critically
8. Ability to work with multiple technology platforms like MicrosoftTeams, Loom
---------- , OwnerRez, MaintainX, Microsoft Office Suite, Airbnb, VRBO

This is your opportunity to work with a growing company in the exciting field of short term rental management, and take on more responsibility as the team grows.

HOW TO APPLY:

Please send an EMAIL to ---------- the subject line 'Great Blue House'. Include examples of your previous work related to the requirements stated above.

Looking forward to meeting!