Remote Guest Reservations Agent

Company : Extenteam

Job Type : Full Time

Remote / Work from Home

Number of Applicants

:

000+

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Job Description - Remote Guest Reservations Agent

Extenteam is currently looking for a Remote Guest Reservations Agent to join our growing organization and undertake the following tasks: This position is pivotal in providing outstanding customer service, managing reservations efficiently, and supporting back-office operations. The ideal candidate will excel in working independently, communicating effectively in a virtual setting, and ensuring a seamless experience for guests and internal teams. Key Responsibilities: Guest Services:
Serve as the primary contact for guests, delivering exceptional customer service
Respond to in-house guest emails, chats, and texts through professional and friendly written communication to assist with issues such as lockbox, wifi troubleshooting, directions to homes, etc.
Answer in-house guest calls and assist with issues such as lockbox, wifi troubleshooting, directions to homes, etc
Make outbound calls to incoming guests before arrival to ensure their needs are met
Respond to complaints or upset guests while maintaining professionalism and expressing empathy. When needed, escalate to the appropriate department or manager
Enter work orders for maintenance as issues are called or emailed in from guests
Guest Reservation Management:
Communicate with potential guests in professional and friendly written communication via email, chat, and text
Respond to emails with reservation information, confirmations, and additional details
Collaborate with guests to understand their needs, recommend suitable properties, and answer questions regarding rooms, facilities, and rates.
Become familiar with the area, company properties, and local attractions to be able to answer guest inquiries and questions.
Advise customers regarding ongoing promotions or available upgrades that may enhance their experience
Respond to written guest inquiries via Airbnb, Vrbo, or other OTA messaging platforms
Answer phones and manage the end-to-end reservation process, including converting guest inquiries to bookings and assisting guests in altering or canceling reservations
Check voicemail and make outbound calls to follow up with potential guest inquiries and convert inquiries to bookings
Manage sales leads using any CRM / lead-tracking software
Process guest payments
Guest Feedback Management:
Check and respond to guest reviews
Collect and analyze virtual guest feedback to identify areas for improvement and enhance overall guest satisfaction
Back Office Support:
Assist property owners with questions.
Process daily reservation reports
Contribute to back-office operations, handling tasks such as data entry, record-keeping, and documentation
Coordinate with internal teams, including housekeeping and maintenance, to support the efficient operation of vacation rental properties
Data entry for onboarding of properties into PMS, AirBnB or VRBO listings
Update listings in OTA systems, including property photos, rates, and descriptions
Requirements Foundational 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 mindset
Possess 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 industry
TECHNICAL REQUIREMENTS:
Internet speed minimum 30mbps
i5 8th Gen or higher
Windows 10 / MacOS Catalina or higher
Minimum of 8 GB RAM
Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
Back-ups in case of power or internet provider interruptions
Good headset and webcam (preferably noise-canceling headset)
Benefits WHO WE ARE: EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties. What We Do We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions. OUR CORE VALUES:
MISSION ACCOMPLISHED: We Work Smart & Get Stuff Done
OWN YOUR STUFF: We Own Our Stuff
WALK THE TALK: We Do What We Say We'll do
INTO THE WILD: We are Explorers
WORD AS BOND: Just Say It
ABOVE AND BEYOND: We Live Extenteam
WHAT WE OFFER: We offer our team members targeted development opportunities, both on a professional and personal level. We also offer:
Competitive Salary
Holiday Reward equivalent to 13th-month pay
HMO
Life Event Bonuses
Preventive Mental Health Benefit