Vacation Rental Specialist, Streamline PMS

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

📋 Description

• Act as the main point of contact for guests, delivering outstanding customer service.

• Address guest inquiries via emails, chats, texts, calls, and OTA messages.

• Resolve lockbox and Wi-Fi issues, provide directions, and escalate complaints when necessary.

• Conduct pre-arrival and follow-up outbound calls.

• Input maintenance work orders.

• Oversee reservations from inquiry to booking, modification, or cancellation.

• Suggest properties and respond to questions regarding rooms, amenities, rates, and local attractions.

• Inform guests about promotions and potential upgrades.

• Manage sales leads utilizing CRM or lead-tracking software.

• Process guest payments efficiently.

• Monitor and respond to guest reviews.

• Gather and analyze virtual guest feedback.

• Provide assistance to property owners with their inquiries.

• Compile daily reservation reports.

• Execute data entry, record-keeping, and documentation tasks.

• Collaborate with housekeeping, maintenance, and other internal teams.

• Enter property information into PMS, Airbnb, and Vrbo listings.

• Update OTA listings, including images, rates, and descriptions.

⛳️ Requirements

• Exceptional written and verbal English communication skills for phone, text, and email interactions.

• Prior experience in guest services, reservations, or a related discipline.

• Strong organizational skills and the ability to multitask effectively.

• Capability to work independently in a remote setting.

• Detail-oriented with a strong commitment to delivering excellent service.

• Demonstrated empathy, patience, and a customer-focused approach.

• Proficient in critical thinking and problem-solving.

• Quick to learn new software programs efficiently.

• Willingness to seek clarification when tasks or processes are unclear.

• Minimum wired internet speed of 30 Mbps is required.

• i5 11th Gen processor or newer is necessary.

• Operating system requirements include Windows 11 or macOS Catalina or newer.

• At least 8 GB of RAM is required.

• A private, quiet, and dedicated home office space is essential.

• Backup solutions for power or internet disruptions are necessary.

• A good quality headset and webcam, preferably noise-canceling, are required.

• Experience in the vacation rental industry and familiarity with PMS is advantageous but not mandatory.

🏝️ Benefits

• Competitive salary that reflects the candidate's experience, skills, and responsibilities.

• Fully remote work opportunity with flexible hours and no daily commute.

• Standard leave entitlements including vacation, sick leave, and personal leave.

• Company-sponsored HMO coverage through accredited hospitals and clinics.