Rockstar Guest Experience Agents_Virtual Assistants

Full-Time Guest Experience Agents


Company:
Abode (abode.co) manages 100+ furnished apartments and apartment hotels servicing corporate and leisure guests for one-night to several month-long stays. The business is a combination of vacation rental and corporate housing and mainly operates apartments in urban locations but will be expanding to resort destinations in the future. Abode is a full-service hospitality and asset management company. Abode markets the units and manages the reservations, guests' in-residence experience, and the upkeep and maintenance of the residential units.



Role:
24-hour remote reservations and customer support center team. The position is akin to a remote concierge and front desk agent. Most shifts will be US office hours (Philippine Overnight Shifts) as these are the peak operations periods with a lesser number of US evening shifts (Philippine Day Shifts).


Schedule:
Full-Time Independent Contractor :
4 or 5 days per week. (4*11 or 5*9)
4 days on / 4 days off
May include weekends and holidays, day and evening shifts. 30-minute lunch and two 15-minute breaks.


The initial training schedule's estimated time is 2-4 weeks. The training schedule will be during US Central Time Office hours. Individual work schedules thereafter will primarily be day or night shifts to provide a consistent work/sleep pattern.


Infrastructure Requirements:
*Reliable 12MBPS or greater high-speed internet connection
*Noise-canceling headset and quiet work environment (without barking dogs or crowing roosters)
*Secondary backup internet connection (hotspot or comparable)
*Reliable and up-to-date personal computer with the capacity to run reservations, security, and communications programs.
*Most programs are cloud-based so require more processing power (RAM) than hard drive storage capacity. Minimum 8G RAM.
*Reliable power supply and backup generator access


Job Description - Guest Experience Agent
Our guest experience agents are the voice and face of Abode. We're looking for a customer-focused and multi-skilled individual who can help us provide the best-in-class residential stay experiences for our guests. You will provide remote reservations, front desk, and concierge services for our guests and communicate with our distribution partners including Airbnb, Expedia, and Upgrade to see actual info, among others to ensure an enjoyable and hassle-free guest experience.

If you’re ready for a fast-paced environment with constantly shifting responsibilities and challenges, we’d love to hear from you!


AT ABODE YOU WILL:

* Provide experience management services for guest stays including but not limited to responding to guest inquiries, making new reservations or modifications to existing reservations, processing background checks and payments, and coordinating with destination services and operations teams to facilitate check-ins, check-outs, pre-arrival, in-house and post-departure guest communications, experience curation, quality control and issue resolution. Proactively identify residence and service-related issues and coordinate with appropriate resources to resolve them for current and future guest stays. Examples include pre-arrival information/expectations, maintenance and housekeeping, telecom/entertainment service, and operating/guest supply inventory issues.


* Develop proficiency with company reservations, screening, property management, communications, electronic access, and other technology systems to support the ability to meet and exceed guest experience expectations.


*Coordinate with building partners and destination services and operating teams to facilitate maintenance, repairs, and troubleshooting for any residence issues.


* Maintain appropriate logs for missing, damaged, or maintenance items.


* Daily duties may include answering online or telephone guest inquiries, running background checks, making reservations and collecting payments, troubleshooting, and problem-solving guest issues, helping guests with cable/Wifi or electronic door access issues, submitting maintenance requests, following up with guests on missing parking passes, keys or electronic access fobs and charging guests for lost or damaged items.


EXPERIENCE AND SKILLS:
Prior experience in hospitality reservations, front desk, or customer service and support is highly preferred but the most important applicant characteristics are a customer-focused attitude, effective written and spoken communication skills, diplomacy, and internal motivation to perform at a high level.


*Experience with online travel agents like Airbnb, Expedia, Priceline, Trip Advisor, and others is a distinct advantage.
*Empathetic and customer-centric personality and excellent written and oral English communication skills
*High level of computer literacy and the ability to quickly learn and master new communication and management systems
*An unrelenting focus on quality and attention to detail
*Excellent organization, time-management, and problem-solving skills
*Motivated and sees opportunities to improve processes
*High energy and always ready to do everything you can to ensure our guests have a great stay


Available Positions: Jr. Agent, Tier 2 Agent, Team Lead, Supervisor


Compensation and Benefits:
*Php 32, 000 to Php 60, 000
*Compensation based on acquired skills, training, experience, and level of responsibility
* 14 - 30 days of training plus a 90-day probationary evaluation period and a compensation raise
* Monthly internet connectivity allowance
* Phil Health reimbursement
* 13th-month Performance Based Bonus Plan

Tentative Start Date: September 3, 2024

Other requirements:

Please send Google Drive links to the following via the Online Jobs message thread:
* Application Letter - Share why you feel you are a good fit for the job. Your letter should include your views on integrity in the workplace. (doc or pdf file)
* Resume with references
* SpeedTest link
* Screenshot of computer specs: 8MB RAM and above
* Proof of billing from ISP
* Photo of valid government-issued ID and selfie with it.
* Respond to the scenarios in this form, and send us the resulting document link: forms.gle/SgywpmXjtCoiVpFm9

Once hired:
*NBI clearance and scanned copy of the receipt.

**PS: Thank you to all applicants. Only those qualified will be contacted for an interview or further requirements.

All the best,
Abode Team