Guest Experience Specialist

This is a fully remote position, open to applicants in Florida.

📋 Description

• Handle requests from guests and property owners.

• Manage a high volume of call intakes during peak seasons and holidays.

• Provide quotes, process payments, issue refunds, and create, maintain, and edit listings.

• Respond to calls and assist guests and potential guests with quotes, reservations, inquiries, payments, and issue resolution.

• Communicate with guests via messaging, answering questions, providing quotes, resolving issues, and minimizing losses.

• Ensure pricing aligns with established codes and document any exceptions.

• Verify and modify guest billing as necessary.

• Answer, document, and process guest calls, requests, questions, and concerns; follow up to guarantee guest satisfaction.

• Negotiate with online listing platforms and OTAs to achieve optimal resolutions in disputes.

• Work on assigned projects during slower seasons.

• Adjust schedules to accommodate vacations or appointments within the department.

• Adhere to company policies and procedures, maintain confidentiality, safeguard company assets, and comply with quality assurance standards.

• Uphold professional communication and appearance while fostering positive working relationships.

• Assist individuals with disabilities and respond appropriately to concerns from guests and associates.

• Undertake other reasonable duties as requested by supervisors.

⛳️ Requirements

• Friendly and customer-focused demeanor.

• Availability to work across different time zones within the US.

• Willingness to work some holidays and evenings.

• Availability for night, weekend, and holiday shifts.

• High school diploma or G.E.D.; or one year of relevant experience and/or training; or an equivalent combination of education and experience.

• Vocational School Degree or Business Certification preferred.

• Advanced computer skills and proficiency with software systems.

• Strong customer service orientation and capabilities.

• Highly organized with excellent time management and multi-tasking abilities.

• Exceptional teamwork skills.

• Clear and concise verbal and written communication skills.

• Familiarity with Airbnb, Booking.com, Hospitable, VRBO, RHEA, and Logix.

• Ability to negotiate with online travel agencies in the event of disputes.

• Consistent attention to detail.

• Capability to perform under pressure and prioritize multiple tasks effectively.

🏝️ Benefits

• Comprehensive benefits package available.

• Year-round, full-time hourly employment.

• Fully remote work arrangement.