Guest Service Specialist

The Guest Service Specialist will be the front line in delivering exceptional service to customers by addressing inquiries, resolving issues, and providing guidance on our services related to bookings and property maintenance. This role involves direct interaction with customers and ensure customers satisfaction. You will play a key role in enhancing the customer experience by providing expert support and solutions. Responsibilities: - Provide exceptional customer service to guests, addressing inquiries, complaints, and requests promptly and professionally. - Manage and resolve booking issues, including cancellations, modifications, and conflicts. - Coordinate with maintenance, cleaning, and other contractors to address property-related concerns and ensure timely resolution. - Handle guest check-ins and check-outs, ensuring a smooth and positive experience. - Monitor and respond to guest reviews, addressing feedback and resolving any issues raised. - Create door codes - Maintain accurate records of interactions and resolutions in the database/Asana. - Utilize property management software (e.g., Hostaway) to track bookings, manage guest information, etc - Research for information as needed - Assist with general administrative tasks related to customer support as needed. Qualifications: - Excellent communication skills, both written and verbal, with a professional and empathetic approach. - Proficiency with property management software (e.g., Hostaway) and Excel for data management and reporting. - Strong problem-solving abilities and the capacity to handle multiple tasks effectively. - Ability to work independently and manage time efficiently in a fast-paced environment. - High attention to detail and commitment to delivering exceptional customer service. - Strong understanding of short-term rental operations and guest management. - Team player with the ability to collaborate effectively with colleagues and contribute to a positive work environment. Kindly answer the questions below when submitting your application. 1.What do you believe are the key qualities of a successful Guest Service Specialist? 2.Can you give an example of a time where a customer was unhappy with your service and how did you handle it? 3.Describe a time when you went above and beyond to ensure a guest's satisfaction. What was the outcome?