About the role

Guest Services Agent responsible for guest inquiries and ensuring satisfaction for vacation rental services. Collaborating with property managers for efficient resolutions in a fast-paced environment.

Responsibilities

Handle all guest and traveler inquiries from the moment they make their first request to the moment they leave a raving review of their stay
Reply to all Guest inquiries within a very short delay, researching for the best answers when needed
Respond in writing to a high volume of inquiries and questions from travelers around the world using our Property Management Software and advanced automation tools
Solve any issues that Guests might have before, during, or after their stay
Ensure quick and efficient communication with potential guests to convert their inquiries into confirmed Bookings
Record payments for additional services, claims, and refunds when applicable
Ensure post-stay reviews are replied to

At least 3 years of experience in Guest Services or in an area where you had to communicate with clients and/or customers via online chat, email, text
Relevant Vacation Rental Management and/or Travel/Tourism/Hospitality experience
Superb writing skills in English and Spanish
Comfortable working a 40-hour workweek on a Mountain or Pacific Time schedule, with 8-hour shifts from 4:00 PM to 12:00 AM
Experience in crisis management and turning unhappy guests into loyal customers
Incredibly positive attitude
Strong initiative
Strong organizational and time-management skills
Experience with Guesty and HubSpot is a plus
Passion for using the latest technologies

A competitive base salary with annual reviews and opportunities for growth
Paid time off + all national holidays
Full-time, 40-hour workweek based on Mountain or Pacific Time, with 8-hour shifts from 4:00 PM to 12:00 AM (including a 1-hour break), two rotating days off per week
Freedom to work from home or from anywhere where you can have reliable wifi and a dedicated working space
Monthly allowance for Internet + Computer Usage + Private Health Insurance
Up to 3 days of paid time off to volunteer in the charity of your choice through “Angels Care,” our plan for giving back to the community