Virtual Assistant - Guest Relations Coordinator

About Nest Host

Nest Host has been providing exceptional service within the hospitality business for the last three years. With over 3000 reviews and a 5-star rating, you can rest assured that Nest Host will take care of all the needs of its guests.

Nest Host provides exceptional stays to employees, touring guests, insurance, and production crews. We strive to be the industry leader in providing exceptional customer service to our guests and their needs.

Scope

The successful candidate will fill the full-time position of Guest Relations Coordinator. The primary responsibility of this role is to deliver prompt and consistent guest service while maintaining an efficient flow of information and documentation within the Property Management office and to write and distribute content to promote the company’s brand.

The Communications Coordinator will report directly to the Account Manager. This service-minded individual will assist the Account Manager by being responsible for inspiring an entrepreneurial spirit among our team.

Duties and responsibilities

- Serves as first point of contact for guests during their stay
- Optimizes communication strategies to improve guest experience
- Creates Welcome Books and Digital Guide
- Reviews Guest check in and check out
- Actively manages and responds to emails and phone calls on nights and weekends in a timely manner
- Communicates with vendors on deliveries/exchanges for furniture in units and Assigns Delivery/Exchange Dates with vendors
- Updates Emergency Property Sheet, Services Folder & Welcome Literature to reflect the new property
- Takes ownership of escalated situations via email or phone and resolve them efficiently while ensuring customer satisfaction
- Fields guest’s complaints while conducting thorough research to develop the most effective solutions and results; listen and extend assistance in order to resolve problems
- Communicates and coordinates regularly with operations team/managers regarding service recovery needs, special requests, and work orders
- Follows up on all requests and closeout work orders in the system on a daily basis
- Answers client requests, if any, and be part of the after-hours rotation being on call if there is an emergency
- Assists Account Manager
- Assists training staff

Duties and responsibilities are intended to be an accurate reflection of the main duties essential for this position. They are not designed to be an exhaustive list of all duties, tasks, and responsibilities.

Qualifications

- Proficient ability to act independently and complete assignments with minimum direction.
- Skilled with the use of personal computers including standard Microsoft and Google software applications, handheld calculators and general office equipment required to perform the job.
- A minimum of 2-3 years’ experience working in Property Management and/or Hotel and/or Corporate Housing
- Excellent customer service skills.
- Must have excellent writing, editing, and speaking skills.
- Must be able to communicate clearly and effectively.
- Strong time management and organizational skills.
- Must be prepared to work outside normal business Upgrade to see actual infoerested applicants, please send the following to our inbox: Upgrade to see actual info

1. Resume in PDF format with one valid government ID attached.
2. Internet Speed test Result dated July 30th, 2022 and onwards.
3. No less than TWO Professional Work References with name, your relationship with them, their email address as well as their mobile number.
4. Please also include the answer to these questions:

A. Describe your current work from home setup -- how many computer systems do you own, how stable is your internet connection, do you have a designated home office.

B. As a Customer Relations Coordinator, how would you handle an irate guest who is calling you late at night, on a weekend demanding for her issue to be resolved right away?

C. How would you handle a guest who is demanding for something that is strictly against the company's policies and procedures?

D. How do you feel about having to work after the normal business hours and during weekends and holidays?

* Incomplete responses shall not be entertained. Applications not sent to the email provided above will also be rejected*

Good Luck and we look forward to hearing from you! Thank you very much for your time.