Guest Reservation Agent

Location

Worldwide

Posted

11 hours ago

Salary

0

Seniority

Mid Level

Job Description

Guest Reservation Agent

Extenteam Client Roles

Role Description This role is key to delivering exceptional customer service, managing reservations, and supporting back-office operations. We are looking for an organized, detail-oriented Vacation Rental Specialist who can work independently, communicate effectively in a virtual environment, and ensure a seamless experience for guests, property owners, and internal teams. The ideal candidate is energetic, personable, and skilled at juggling multiple aspects of the business. Your Main Responsibilities: - Guest Services - Serve as the primary contact for guests, delivering exceptional customer service. - Respond to in-house guest emails, chats, and texts with professional and friendly written communication (e.g., lockbox, Wi-Fi troubleshooting, directions to homes, etc.). - Answer in-house guest calls and assist with similar issues. - Make outbound calls to incoming guests before arrival to ensure their needs are met. - Respond to complaints or upset guests with professionalism and empathy, escalating when needed. - Enter work orders for maintenance issues reported by guests. - Guest Reservation Management - Communicate with potential guests via email, chat, text, and phone in a professional and friendly manner. - Respond to emails with reservation information, confirmations, and additional details. - Collaborate with guests to understand their needs, recommend properties, and answer questions regarding facilities and rates. - Stay familiar with the area, company properties, and local attractions to answer inquiries. - Advise guests on promotions or upgrades to enhance their experience. - Manage OTA messaging (Airbnb, Vrbo, etc.). - Handle the end-to-end reservation process: inquiries, bookings, alterations, and cancellations. - Check voicemail and follow up with potential guests to convert leads. - Manage sales leads through CRM/lead-tracking software. - Process guest payments. - Guest Feedback Management - Monitor and respond to guest reviews. - Collect and analyze guest feedback to identify opportunities for improvement. - Back-Office & Accounting Support - Serve as the in-house specialist for the Streamline PMS, ensuring accurate use across reservations, listings, and financial operations. - Assist property owners with inquiries. - Process daily reservations and financial reports. - Support office staff by coordinating with housekeeping, maintenance, and accounting as needed. - Handle data entry for onboarding new properties into PMS and OTA listings. - Maintain OTA system listings, including property photos, rates, and descriptions. Qualifications - Excellent written and verbal English skills (phone, text, and email). - Previous experience in guest services, reservations, or a related field. - Proven experience with Industry PMS. - Strong organizational and multitasking abilities. - Ability to work independently in a remote work environment. - Attention to detail and a commitment to service excellence. - Empathy, patience, and a customer-first mindset. - Critical thinking and problem-solving skills. - Ability to learn new software quickly. - Willingness to ask questions when clarification is needed. Requirements - Vacation rental industry experience, especially with OTAs like Airbnb and Vrbo. - Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port). - i5 11th Gen or higher. - Windows 11 / 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 - Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities. - Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute. - Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being. - HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization.

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