STR Customer Support Representative

Position: Customer Support Representative Working Hours: We are looking for someone who is flexible working in the US day shift or the US night shift. Holidays: US & PH Regular Holidays Salary: 800 - 1,500 USD Company Overview A new-age hospitality company creating the future of stays. Our mission is to innovate stays for the modern traveler and our vision is to deliver perfect moments for our guests. As a Guest Communications Manager, you will play a critical role in helping us achieve this mission and vision by leading our Remote Guest Communications Team that handles communications and bookings for multiple hotel and rental properties across the USA, ensuring that we deliver exceptional customer service. About The Job The position is FULL-TIME. You must be able to work the US day shift and/or US night shift for 40+ hours per week; this may include both weekends and holidays. Our team will operate 24/7. You must be willing to participate in mock guest communication call/test scenarios, platform skill/knowledge testing, and participate in multiple Zoom interviews as part of the candidate selection process. The rate is negotiable depending on your experience Duties / Responsibilities In this role, you will have the opportunity to make a real impact on the guest experience. You will be a key player in helping us achieve our vision of delivering perfect moments for our guests. Your responsibilities will include:

• Manage Guest Communications team to ensure we comply with all standards and operating procedures
• Appraise the team's performance and produce regular reports
• Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
• Examine daily duties, assign tasks and check on progress with the on-site team
• Oversee check-in and check-out procedures, including reservations and financial transactions, cleaning schedule, and guest reports and reviews
• Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
• Analyze guest feedback from online reviews and suggest ways to improve ratings
• Standard operating procedure development
• Data Entry

Other Potential Responsibilities may include:

• Tech support for booking platforms/ Tech Admin Duties
• Pricing Management support
• Online ordering, tracking, and coordination of goods/deliveries for on-site properties
• Calling providers such as utilities and internet service companies
• Creating videos of processes for staff training purposes

Requirements Skills & Requirements

• We are looking for individuals who share our passion for delivering exceptional customer service and who are excited about the opportunity to make a real impact on the guest experience. You must possess the following:
• Proven work experience in the hotel industry or with STR/vacation rental (please have a portfolio available)
• Experience managing guest experience/communications teams - ability to motivate and lead by example
• Native/bi-lingual English language capabilities are a MUST
• Outstanding Communication skills - active listening and articulation
• Strong sense of responsibility and initiative
• Proficient in using Booking platforms such as Booking.com, Airbnb, Cloudbeds, etc
• Ability to independently and creatively problem-solve and coordinate solutions
• Excellent Organization and multitasking skills
• Eager and Quick Learner

Desired/Recommended Skills:

• College Graduate - preferably an HRM / Hospitality Industry graduate
• At least 2 years experience on other STR (Short Term Rental) projects
• A degree in Hotel Management or a related field is a huge plus
• PR experience is a plus

Benefits In addition to a competitive salary, we offer a range of benefits including:

• Quarterly Performance Bonuses
• Holiday Bonuses
• PTO - Paid Time Off (vacation days)
• Performance-based Wage Increases (evaluated semi-annually)