Guest Services Specialist

We are looking for Remote Guest Services Specialist for a Property management company Client of ours. This role involves handling inquiries, providing information, resolving issues, and ensuring a seamless communication experience for guests across multiple platforms. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.Key Responsibilities:Respond promptly and professionally to guest inquiries via email, phone, and OTA messaging.Provide accurate information regarding bookings, services, policies, and other inquiries.Handle and resolve guest complaints and issues efficiently, ensuring guest satisfaction.Assist with booking and confirming reservations. Assisting with reservations salesGuest review management: Review guest feedback and answer reviews on OTAsCoordinate with internal teams | Property Managers | Property Owners to ensure guest requests and special arrangements are met.Create, update, and maintain guest communication templates and FAQs.Ensure all communications reflect the partner's voice and guidelines.Attend occasional virtual meetings and training sessions.Provide constant feedback to the team regarding partner issues / suggestions to improve processes.Vendor liaison for HVAC, plumbing, electrical, etc. - dispatch, invoicing, etc.Data entry such as onboarding of properties into your PMS, AirBnB or VRBO listingsWork on off season duties such as deep clean scheduling, lock battery replacements, smoke detector battery replacements, kitchen inventory, documentation of processes and proceduresHandle permitting, Insurance requirements / documentation from property ownersManage calendar and inboxFoundational Requirements:Excellent written and verbal English skills for phone, text, and email communication.Previous experience in guest services, reservations, or a related field.Strong organizational and multitasking abilities.Ability to work independently in a remote work environment.Attention to detail and commitment to providing exceptional service.Ability to show empathy, exhibit patience, and have a customer-centric mindsetPossess critical thinking and problem-solving skills.Ability to learn new software quickly and efficiently.Willingness to ask questions when unclear about a task or process.Nice to Haves:Vacation rental industry experience, working with VRBO, AirBnB, etc.PMS experience in the rental and hotel industryGuesty or Breezeway ExperienceTECHNICAL REQUIREMENTS:Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)i5 11th Gen or higherWindows 11 / MacOS Catalina or higherMinimum of 8 GB RAMPrivate and quiet dedicated home office area (no roosters, dogs, children's noises in the background)Back-ups in case of power or internet provider interruptionsGood headset and webcam (preferably noise-canceling headset)