STR Guest Experience Specialist (Airbnb, VRBO, Booking.com)

COMPANY DESCRIPTION
Midtown Stays (Upgrade to see actual info) manages a portfolio of short-term rental properties in Midtown and Downtown areas that are rented on a nightly basis. Since November of 2015 we have successfully accommodated tens of thousands of guests. Our properties are located primarily in the USA although we have plans to expand internationally as well. We cater to business travelers and leisure travelers alike that are looking for consistent accommodations and prefer our properties over those they would find at a hotel.

Midtown Stays also partners with other owners and investors to provide the best of our services with their on-the-ground team. We use our Guest Experience Team and everything we’ve learned to manage properties remotely to partner with others, manage their guest reservations, and coordinate with their on-the-ground team. You can see more info about that here Upgrade to see actual info/partner/

OUR COMPANY CULTURE
- We are a fun, young company growing quickly
- We value open communication and adding humor whenever possible - we use a program called “Slack” to help facilitate all of our communications and to ensure that everyone is always on the same page
- Our team is spread out over the USA and internationally so each member is self-driven and empowered to handle their own responsibilities without being micromanaged
- For a more in-depth look at what we value and who we dUpgrade to see actual info to bring to our team, you can view all of our core values here (Upgrade to see actual infotion.so/daab0a10a01047d78d00ed0d73bd1f91?pvs=21).

JOB SUMMARY:
As a Short Term Rental Reservation Agent, you will play a crucial role in managing guest reservations. You will work directly with our guest experience team and assist in processing reservations and handling any changes. Your attention to detail, strong communication skills, and expertise in the short-term rental industry will be key in driving bookings and maintaining high guest satisfaction.

MAIN RESPONSIBILITIES BUT NOT LIMITED TO:
1. Reservation Management
- Ensure you are well versed in all company property policies and availability.
- Assist in processing reservations, ensuring accurate booking details, and timely communication with guests.
- Address guest inquiries, resolve issues, and provide exceptional customer service throughout the guest's stay.
- Regularly monitor and respond to guest reviews and inquiries to maintain a high level of guest satisfaction.
- Gather feedback from guests and property owners to continuously improve the guest experience.
- Communicate with OTA support and process resolutions/aircover / and support cases
- Collaborating with the team to resolve any issues through Slack.

2. Continuing education via Youtube channels, forums, and podcasts
- Conducting online research to enhance our policies and the way we process reservations

QUALIFICATIONS:
- Proven experience with short-term rentals or vacation rentals and their online listings.
- Strong knowledge of online rental platforms such as Airbnb, HomeAway, and Upgrade to see actual info. etc.
- Proficiency in property management software and tools.
- Excellent written and verbal communication skills.
- Detail-oriented with a focus on accuracy and consistency.
- Customer-centric mindset with a passion for delivering outstanding guest experiences.
- Ability to multitask and prioritize tasks in a fast-paced environment.
- Strong problem-solving and conflict-resolution skills.

REQUIRED HOURS:
- 3:00 pm - 11:30 pm CST (USA)
- Thursday - Monday (five days a week)
- Please note that the shifts will change one hour once per year when the USA has daylight savings time
- Please note that Holidays are some of the busiest times for us in the hospitality industry - paid time off (if eligible) is not allowed during holidays

REQUIREMENTS:
- Relevant experience in Guest Services/Support
- Fluent in written and spoken English (You will be speaking to guests on the phone occasionally)
- Access to stable high-speed Internet with a backup internet option
- Image of Upload and download internet Speed Required
- Power source back up in case of outage
- Must have their own computer
- Must have access to a VPN (Virtual Private Network)
- As a condition of your employment candidate must not have any other employment during our scheduled hours (we will be your sole employer)
- Personality Tests
- DISC Personality Test (Upgrade to see actual info) (built-in to onlinejobs.ph)
- Via Character Test (Upgrade to see actual info/)

COMPENSATION:
STARTING:
$640 for the first 3 months
$800/ Month afterwards (after assessment)

- Paychecks are processed every other Wednesday to be deposited every other Friday
- Payments will be made through "Payoneer"
- If you are sick we hope you get better soon! But it will be your responsibility to coordinate with another receptionist on our team and inform management that you will be off so we can make sure the shift gets covered
- Employment will be temporary for the first 90 days*
- Assessment at 90 days
- If you meet all expectations after 90 days, we will continue on with your contract. Re-assessment will be scheduled on your 6th month with us.

If you are interested in this position, please respond back via email to Upgrade to see actual info along with your resume and related work experience and answer the following two questions:

1. A guest has initiated a chargeback for their recent stay, claiming the payment was unauthorized, even though they stayed at the property. How would you handle the chargeback dispute to resolve the issue effectively?

2. After a guest left the property in a dirty state with damaged furniture, they posted a negative review claiming that the property is in a poor condition. What steps would you take to handle this situation and ensure the guest remains satisfied with your service?

Please let me know what questions you have, I look forward to hearing from you! Gina