Guest Experience Specialist (Part-Time) - Growth Potential!

Hi Everyone, VA Placement here with a client looking to fill a Part-Time weekend role.

Job Description:

We are seeking a highly motivated and detail-oriented Short-Term Rental Guest Experience Specialist (Part-Time) to join our growing team. In this role, you will be responsible for ensuring exceptional guest communication and a seamless check-in experience for our guests. This is a part-time position with significant growth potential.

Responsibilities:

*Monitor and respond to all guest inquiries, messages, and issues on Guesty, OpenPhone, email, etc.
*Monitor Guesty Locks Manager codes and be prepared to assist guests with check-in difficulties.
*Monitor Ring and Minut devices for signs of parties or undisclosed guests beyond property capacities.
*Communicate effectively with the local team as needed through Slack regarding issues or questions.
*Screen and accept/decline booking requests, alteration requests, cancellations, and refunds – always consult with the team if unsure of any issue.
*Check for Reviews, post Public Replies, reach out to guests who haven't reviewed us yet, and analyze feedback for improvement opportunities. Utilize online tools to formulate appropriate and well-addressed responses.
*Build, maintain, and optimize listings, house manuals, and other guides for guests. This includes updating listings when changes arise as discussed with the team and owners.
*Reach out to repeat guests at the appropriate time (as discussed with the team) for Mid-Term Rentals and summer rentals.
*Communicate with owners when they need assistance, whether they contact us through email, phone, or text. Joey or Sarah will be available during Eastern Standard Time business hours to assist with success or local-related questions.
*Contact contractors (plumbers, HVAC, electrician, etc.) from the provided list or research online (Google, Facebook, etc.) to schedule tech visits for property issues.
*Ensure all damages (reported by guests, teaUpgrade to see actual infombers, or cleaners) are filed with the insurance provider.
*Monitor temperatures of each property (AC/Heat) to ensure they are within the range set by the team (adjust remotely if needed, for vacant units).
*Ensure cleaners are scheduled, and the property is cleaned before the 4:00 PM guest check-in.
*Collaborate with the team to help drive special projects that improve guest experience (AI software implementation, revising listings based on owner improvements, etc.).

Results:

*Protect Managements team time.
*Maintain a review rating of 4.9 or higher (9.6 or higher on Upgrade to see actual info).
*Maintain a response time of 10 minutes or less for all guest messages on Guesty.
*Prevent and respond to all guest-related issues within 5 minutes (parties, lockouts, etc.).

Requirements:

*Familiarity with Guesty and/or Property Management Software.
*Familiarity with Airbnb/VRBO and other booking platform policies.
*Ability to efficiently communicate between guests and our team.
*Organized and able to keep track of issues that will carry over to other shifts.
*Ability to resolve and problem-solve issues with guests independently.
*Drive to ensure guests have the best experience.
*High attention to detail, OCD is celebrated here! (The secret code for this application is S2S0404.)
*Ability to work with multiple technology platforms, including Google Workspace, Upgrade to see actual info, Slack, YouTube, OpenPhone, Ring Camera, Breezeway, Loom, Zoom, Minut, and other tech platforms that may be tested.
Rate & Schedule:

Rate:

*Position: Part-Time
*Pay: $5.50 per hour
*Hours: Initial schedule is part-time, with potential for full-time work as the company grows. Each shift is 12 hours.
*Days: Friday and Saturday, 12:00 PM to 12:00 AM Eastern Standard Time
*Pay Schedule: Monthly
*Employment Type: Contracted position - scheduling is flexible if someone is available to cover.
*Bonus: Currently being re-structured and to be discussed.


To Apply:

Please apply to this post with "S2S GUEST EXP " as the subject line
We will be in touch via Email for next steps after confirmation of code.
Once, you have prepared your requirements, upload them will be via Email Thread Started: **

* IF ALL REQUIREMENTS SENT IN THE FORMAT REQUIRED, THERE WILL BE AN EMAIL SENT FOR AN INITIAL INTERVIEW

** 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! - Dee