Destination Services Coordinator / Guest Experience Agent

Destination Services Coordinator / Guest Experience Agent

COMPANY
Abode manages 150+ 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
Full-Time Independent Contractor 4 -5 days per week and 9 - 10 hours per day with 1 hour of rest and meal breaks. May include weekends and holidays, day and evening shifts
Initial training schedule estimated time 4 ---------- itial training schedule will be during US Office hours.
Prior experience in residential or commercial property management, hospitality or building maintenance management ---------- FRASTRUCTURE REQUIREMENTS
Reliable 12MB or greater high speed internet connection
Internet modem capable of connecting to a VOIP telephone to be provided by Company
Secondary backup internet connection (hotspot or comparable)
Reliable and up to date personal computer with capacity to run reservations, security and communications programs. Most programs are cloud based so require more processing power (RAM) than hard drive storage capacity.
Reliable power supply and backup generator access

JOB DESCRIPTION
Our destination services coordinators are the liaisons between our guests, operations teams and property maintenance and management teams and ensure that our properties are well maintained, stocked, clean and ready to host our guests. We're looking for a customer-focused and multi-skilled individual who can help us provide best in class residential stay experiences for our guests. The role will initially be Destination Services Coordinator to help cover a team member on Maternity Leave then will transition to a combination a dual role with time spit between both roles each week.

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:

Destination Services Coordinator Activities
Verify properties are cleaned and guest ready for checkins.
Facilitate preventative maintenance and deep cleaning schedules with housekeeping and destination services operations teams and third party vendors.
Manage maintenance issue reports by guests and destination service teams and coordinate maintenance response activities with guests, destination services teams and maintenance vendors.
Manage and troubleshoot smarthome technology systems, utilities and telecom accounts to ensure properties operate safely and efficiently and meet or exceed guest expectations.
Assist purchasing team in replacing damaged housewares and operating items to ensure guest satisfaction.

Guest Experience Agent Activities
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 ---------- velop proficiency with company reservations, screening, property management, communications, electronic access and other technology systems to support 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 enquiries, 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
Empathetic and customer centric personality and excellent written and oral English communication skills
High level of computer literacy and able 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
Prior experience in hospitality reservations or customer service and support highly preferred

ESTIMATED START DATE: January 12, 2021

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

PLEASE ATTACH:
* Application Letter - Please share why you feel you are a good fit for the job and what you feel about integrity.
* Resume
* Speedtest link through ----------
* Screenshot of computer specs: RAM 8 and above
* Proof of billing from ISP

Once hired:
*Copy of NBI Clearance + receipt