Short term rental - guest relations pt1

We are Outsource My Business and we’re an Australian outsourcing company. We recruit and manage VAs for our Australian clients. Our client is looking for a few new customer service agents who will also help with admin tasks.

Please only apply if you can satisfy all the hardware/software/shift and other requirements toward the top of the ad.

Due to the shift hours required, this role would suit someone who can be flexible with hours but doesn't need full-time hours. This role will not suit someone who has many other work commitments due to the flexibility required.

SOFTWARE & HARDWARE USED – all of the following will be necessary for the role.
1. Smartphone Device
2. Windows 10/11 Computer/Laptop with headset & mic (No Mac or Linux)
a. With at least 600GB free storage space.
3. Internet Connection
4. Webcam

Software:
1. Google Chrome Browser (PC)
2. Guesty App (Mobile)
3. Guesty PMS (PC - Website only)
4. Microsoft Teams For Work (Mobile & PC)
5. Wechat (Mobile & PC)
6. OneDrive/SharePoint (PC)
7. Outlook (Mobile & PC)
8. PDF (PC)
9. Microsoft Office Suite; excel, word, powerpoint etc. (PC)
10. Teamviewer (PC)
11. Timeproof or similar software would likely be used

SHIFT REQUIREMENTS:
Working all Sydney public holidays is required. This is the client’s busiest time.

STANDARD SHIFTS (every week) - Friday + Saturday – 5pm start time – 1am finish time (Sydney timezone)

COVERAGE SHIFTS – there will be the opportunity to take extra shifts when people call in sick. We also need the ideal candidate to be available if required on the following days/times.

POTENTIAL COVERAGE SHIFTS
Monday – 5pm – 1am Sydney time.
Tuesday – 5pm – 1am Sydney time
Sunday – 5pm – 1am Sydney time.
There will be the opportunity to take on extra shifts, so please make sure to send me your full availability.

Oher requirements:
You must be able to provide 1-2 references from a colleague/manager as part of your resume/application. Ideally with their Whatsapp info.

ABOUT OUR CLIENT
Our client is a short-term rental accommodation provider based in Sydney with over 50 properties. They manage close to 700 listings. The business model entails leasing properties from owners or agents, and then sub-leasing it on the short-term rental market through online platforms such as Airbnb, Upgrade to see actual info, VRBO, Google Rentals, and our direct booking website etc.
The business is growing and now needs some customer service agents who ideally have experience with the hotels/accommodation industry to help them maintain high service standards.
The business is looking for someone who wants a long-term role and can grow with the business. This role would be great for someone looking for a solid income with the ability to join a growing business in the accommodation industry. The role is fast-paced and requires a good proficiency using Guesty.

Responsibilities:
• Greeting and directing incoming/outbound guests and clients and providing a high standard of professional customer service
• Handling and directing all inbound calls, and actioning outbound calls as required. There will be betweenUpgrade to see actual infoguest interactions per day (mostly messages and emails)
• Monitor incoming and outgoing emails/messages, and actioning as required
• Complaint resolution
• Coordinate inspections, appointments and bookings. Liaise with relevant stakeholders such as government authorities, landlords, and contractors etc. (Basic)
• Engaging and sending out of work orders to contractors, cleaners, maintenance, or staff etc.
• Assist and support property managers in carrying out administrative duties
• File, contract and document management
• Create, maintain and management of marketing materials (Basic)
• Maintain petty cash records and performance of financial bookkeeping duties
• Collection of payments and sending out of invoices
• Performance of office tasks, generation of reports, and managing deadlines

Essentials:
• Minimum 1.5 years’ experience in customer service.
• Experience and knowledge in any real estate, hotel, accommodation industry. Experience level would ideally be at least 1 year. Any experience with Airbnb, Guesty, Upgrade to see actual info, VRBO will be beneficial.
• Preferred high-level computer skills and knowledge
• Exceptional interpersonal skills, including excellent verbal and written English.
• Customer-first attitude.
• Proficient in Microsoft applications/systems. Teams is used to communicate internally and externally.
• Ability to work under high pressure
• Demonstrate a high-level of problem solving
• Excellent ability to work within team
• Ability to learn, adapt and continue development in the workplace

PAY
275 peso per hour

TRAINING
The first 1-2 weeks in the role will require some training and ideally would take place Monday-Friday between 9am-5pm Sydney hours. These will be paid training hours.

START DATE
17th of March is ideal.