Guest Experience Agents / Customer Service Rockstars/Virtual Assistants

Guest Experience Agents (Philippines)

Company:
Abode manages 100+ furnished apartments and apartment hotels servicing corporate and leisure guests for one night to several month-long stays. The business is a combination of vacation rental and corporate housing and mainly operates apartments in urban locations but will be expanding to resort destinations in the future. Abode is a full-service hospitality and asset management company. Abode markets the units and manages the reservations, guests' in-residence experience, and the upkeep of the residential units.

Role:
24-hour remote reservations and customer support center team. Most shifts will be US office hours (Philippine Overnight Shifts) as these are the peak operations periods with a lesser number of US evening shifts (Philippine Day Shifts) .

Full-Time Independent Contractor 4 or 5 days per week. (4*11 or 5*9). May include weekends and holidays, day and evening shifts. 30-minute lunch and two 15 minute breaks.

The initial training schedule estimated time 4 ---------- itial training schedule will be during US Office hours.
The ongoing schedule will be primarily day or night shift to provide consistent work/sleep environment.
Prior experience in hospitality reservations or customer service and support highly ---------- frastructure Requirements:
Reliable 12MBPS or greater high-speed internet connection
Internet modem capable of connecting to a VOIP telephone to be provided by Company
Noise-canceling headset
Secondary backup internet connection (hotspot or comparable)
Reliable and up to date personal computer with the capacity to run reservations, security, and communications programs. Most programs are cloud-based so require more processing power (RAM) than hard drive storage capacity. 8G+ Reliable power supply and backup generator access

Job Description - Guest Experience Agent
Our guest experience agents are the voice and face of Abode. We're looking for a customer-focused and multi-skilled individual who can help us provide the best in class residential stay experiences for our guests. You will be the front liners on Online Travel Agencies like Airbnb, Expedia, ---------- , among others.

If you’re ready for a fast-paced environment with constantly shifting responsibilities and challenges, we’d love to hear from you! Please note: this role may require evening, weekend, and holiday shifts.

AT ABODE YOU WILL:

* Provide experience management services for guest stays including but not limited to responding to guest inquiries, making new reservations or modifications to existing reservations, processing background checks and payments, and coordinating with destination services and operations teams to facilitate check-ins, check-outs, pre-arrival, in-house and post-departure guest communications, experience curation, quality control and issue resolution. Proactively identify residence and service-related issues and coordinate with appropriate resources to resolve them for current and future guest stays. Examples include pre-arrival information/expectations, maintenance and housekeeping, telecom/entertainment service, and operating/guest supply inventory issues.

* Develop proficiency with company reservations, screening, property management, communications, electronic access, and other technology systems to support the ability to meet and exceed guest experience expectations.
Coordinate with building partners and destination services and operating teams to facilitate maintenance, repairs, and troubleshooting on any residence issues.

* Maintain appropriate incident logs for missing, damaged, or maintenance items.

* Daily duties may include answering online or telephone guest inquiries, running background checks, making reservations and collecting payments, troubleshooting, and problem-solving guest issues, helping guests with cable/Wifi or electronic door access issues, submitting maintenance requests, following up with guests on missing parking passes, keys or electronic access fobs and charging guests for lost or damaged items.

EXPERIENCE AND SKILLS:
Prior experience in HOSPITALITY RESERVATIONS (Airbnb, Expedia, Priceline, Trip Advisor, Hilton, hotels, others) or customer service and support highly PREFERRED.

Empathetic and customer-centric personality and excellent written and oral English communication skills

High level of computer literacy and the ability to quickly learn and master new communication and management systems

An unrelenting focus on quality and attention to detail

Excellent organization, time-management and problem-solving skills

Motivated and sees opportunities to improve processes

High energy and always ready to do everything you can to make sure our guests have a great stay

Compensation:
Start-up rate or Probationary USD $375 - $412.50 per month, with 30 days training and 90 day evaluation periods.

Other requirements:

Please attach:
* Application Letter
* Resume
* Speedtest link through ----------
* Screenshot of computer specs: RAM 8 and above
* Proof of billing from ISP


Once hired:
*Copy of NBI Clearance + receipt