Guest Communications & Customer Support

COMPANY DETAILS:
Join our Dynamic Team at Rather Be Properties, a fast-growing, experienced Vacation Rental Management Company where our focus is simple - Deliver a 5-Star Guest Experience while Maximizing Owner Profits. We are located in Southern California, USA,, but manage all throughout the USA.


ROLE:
Guest Services Staff: We are looking for 1 additional Full-Time Guest Services TeaUpgrade to see actual infombers to assist in managing communication for roughly 45 Vacation Rentals. We currently have 2 teaUpgrade to see actual infombers in this role, and looking to add a 3rd teaUpgrade to see actual infomber in rotation for shift coverage 7 days a week. In this vital role, you will be the heart of our guest interactions, ensuring that they have a memorable experience!

RESPONSIBILITIES:
- Promptly reply to all guest inquiries and questions within 15 minutes.
- Field Guest Phone calls for booking assistance as needed. (Most of our communication is via messaging)
- Assist in resolving guest issues.
- Escalate high priority guest issues to “Team Lead”.
- Update reservations and upsells accurately for accounting purposes.
- Coordinating with cleaners to ensure housekeeping is kept up on schedule.
- Maintain 98% 5-star guest reviews.
- Order inventory as needed.

REQUIRED SKILLS & QUALIFICATIONS:
- Minimum 1 Year Experience in Managing Airbnb / Vacation Rentals.
- Proficient in Airbnb’s hosting platform.
- Proficient in Google workspace (Gmail, google sheets, google drive, google docs)
- Fluent in English, both writing and speaking.
- Ability to work independently.
- Efficient in Organizing and Executing Daily tasks.
- Must have stable high-speed internet.
- Must have back-up internet/power in the event of Power Outages.

RECOMMENDED SKILLS & QUALIFICATIONS:
- Experience with Hostaway PMS.
- Proficient in Slack - Communication Tool.
- Customer Service Phone Experience.
- Listing Optimization on Airbnb & VRBO OTAs.
- Experience ordering inventory on Amazon.
- Experience with Upgrade to see actual info Workspace management tool.

LOCATION & HOURS:
- Fully Remote Position.
- Maintain a 40-hour work-week spread over 5 days.
- We are looking to fill positions for PST & EST time zones. We are available to guests between 9am-9pm Sunday-Saturday, however your schedule will adjust based on the properties you are managing, which we will discuss in your interview.

COMPENSATION & BENEFITS:
- Starting Rate: $5-6/hour ($910-$1,092/month) with annual raises available.
- Monthly performance bonuses available.
- Personal Growth Coaching.
- Fun and engaging company culture.

Interview Next Steps:

Email your resume to Upgrade to see actual info and include your response to the following two questions;

1. Do you have a backup computer/internet in the event of power outages?
2. What do you value most in a company that you want to work for?

Upon receiving your email, I will reach out to you to schedule a 30 minute zoom call. Please ensure you have a webcam available and operational for your interview. I can’t wait to meet you!