Guest Communication Specialist

MARKETING & PROPERTY MANAGER
Job Description

WHO ARE WE?

Are you the BCPM Rockstar we’re looking for? Broad Connection Property Management (BCPM) is a Vacation Rental Property Management company based in Charlotte, NC. We are a young, but quickly growing company. Currently, we manage more than 10 properties with several more being added this month! The BCPM vision is to provide a 5 Star experience not only to our guests, but our clients, staff, and associates, as well. If you are a self-motivated, driven professional with an entrepreneurial mind-set, this may be the position for you.

PRIMARY RESPONSIBILITIES:
Act as our Guest Experience Specialist by quickly responding to all guest inquiries, questions, and concerns
Become the voice of the company as the go-to person for our guests, clients, and staff members
Be responsible for taking incoming phone calls, making outbound calls as needed, and responding to emails, chats, and SMS text daily from guests or clients who have questions or concerns.
Coordinate, schedule, and provide assistance and problem-solving advice to housekeeping and maintenance staff
Quickly and efficiently respond to guest inquiries and walk them through the booking process, when needed
Maintain and update the multi-calendar, evaluate and adjust pricing daily
Guest screening prior to booking
Assist with check-in procedures
Help troubleshoot any issues, answer questions, and make sure guests have an easy, fun, and unforgettable stay!
Assist with filing claims for damages or missing items prior to the next check-in, when needed
Assist with setup of new listings on multiple platforms and software systems.
Respond to website inquiries by providing property revenue projections and scheduling sales meetings
Manage reviews by responding to guest reviews and recording guest feedback
Assist with email marketing
Create and maintain guest information database
Maintain and update BCPM’s social media accounts
Assist management with personal tasks, upon request
General administrative tasks
During downtime, you will be responsible for
Updating guest response templates & internal documents
Helping maintain our listings (Expedia, HomeAway, Upgrade to see actual info, & Airbnb) to ensure they are up to date
Updating our Guest Books and House Manuals

REQUIREMENTS:
Night Shift (additional shifts available at a later date, Eastern Standard Time) - with ability to work a flexible schedule including nights, weekends, and some holidays as needed to support the requirements of the business
Reliable internet connection at home/office
A smartphone with data plan
Demonstrated ability to:
Write and speak with outstanding English skills
Use proper spelling, punctuation, and grammar in all written communication tasks
Willing and eager to learn and accept new tasks
Great organizational and computer skills
Take great pride in their work and pays
Engage with guests and owners in a way that enhances their experience
Interact in a positive, professional, and empathetic manner in all means of communication
Use appropriate spelling, punctuation, and grammar in all written communication tasks
Listen attentively and ask additional questions to clarify the problem/concern entirely
Adapt to change in a constantly altering work environment
Work efficiently both individually and as a member of a team
Multi-task, prioritize, and use a variety of systems, software, apps, and tools
Willing to listen and accept constructive criticism
Calculate basic math quickly, and have a good understanding of numbers
Perform other related administrative and operational roles and responsibilities as assigned or required in response to business needs

DESIRED SKILLS: (Not Required)
Blogging
Web Content Writing
SEO Optimization
Social Media Marketing
Bookkeeping
Experience with any of these programs is a plus!
Your Porter App
Wheelhouse
AirDNA
Microsoft Office
G Suite
Trello

HOURS
Will require the night shift at most times Philippine Time (Eastern Standard Time)

SALARY
$200 - $275 /month
**This position will start as part time (30 hours) and quickly transition into full-time (with pay increase) as you complete training**

HOW TO APPLY
Take a few moments to fill out our Pre-Interview Upgrade to see actual infopleting this form is a REQUIREMENT to be considered for this position.

Be sure to include the word ROCKSTAR in the subject line of your email!!
Upgrade to see actual info

We will contact you if you’re chosen to move forward with the interview process. Please don't email or call us directly. Thank you.