Short-term Rental Reservations Coordinator

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

📋 Description

• Deliver prompt, courteous, and informative responses to guest inquiries through phone, email, software platforms, and face-to-face interactions.

• Efficiently manage reservations by confirming details, processing payments, and accommodating special requests while promoting direct bookings.

• Handle guest payments and monitor upcoming reservations to ensure all bookings are fully paid prior to arrival.

• Log and oversee maintenance requests, coordinating with internal staff, external contractors, owners, and guests to ensure timely resolutions.

• Serve as the primary contact for guest issues and disputes, working with cleaning and maintenance teams and managing post-stay damage claims through appropriate channels.

• Communicate reservation modifications with the cleaning department, especially for last-minute bookings or changes in check-in/check-out times.

• Gather, log, and disseminate guest feedback to facilitate continuous improvements in guest experiences.

• Adhere to the Triage Communication Procedure to guarantee professional and effective communication with clients, staff, and stakeholders.

• Assist the team by completing ad-hoc tasks and responsibilities as directed by management.

• Propose necessary process enhancements and improvements to benefit the team.

• Contribute to team success by achieving related results as needed.

• Perform additional related tasks and duties as assigned by the client in the future.

⛳️ Requirements

• A minimum of 3 years of experience in guest reservations, short-term rentals, property management, or a similar hospitality role.

• Guest-Focused: Warm, empathetic, and professional in all interactions, with a strong passion for delivering exceptional service.

• Skilled Communicator: Strong interpersonal and communication skills across phone, email, software, and in-person channels.

• Detail-Oriented: Accurate in managing reservations, payments, and service requests.

• Problem-Solver: Proactive in addressing guest issues, finding fair solutions, and fostering positive relationships.

• Hospitality Experience: Previous experience in customer service or hospitality, showcasing professionalism and dedication to guest satisfaction.

• Tech-Savvy: Proficient with booking management platforms like Airbnb, Booking.com, and direct booking systems; experience with Guesty, Breezeway, Suite-Op, Google Suite, Notion, and Slack is highly valued.

• Flexible & Proactive: Willing to take on additional responsibilities, learn new skills, and grow with the company.

• Preferred (Not Essential): Familiarity with bookkeeping and payroll.

🏝️ Benefits

• Health insurance

• Internet allowance

• KPI incentive program

• Fortnightly virtual happy hour

• Annual group offsites