Extenteam is currently looking for a Remote Guest Services/Reservations Agent (French/English Bilingual) to join our growing organization and undertake the following tasks:
Key Responsibilities:
Guest Services:
- Solving common guest problems with their stay
- Assisting with reservations sales back up
- Answering OTA inquiries in a timely manner
- Assisting guests with existing reservations
- Data entry into PMS and other company software
- Back office coordination
- New property onboarding into the PMS, Airbnb, VRBO, etc.
- Communicate in all mediums - text, email, chats, phone, etc.
Guest Feedback Management:
- Check and respond to guest reviews.
- Collect and analyze virtual guest feedback to identify areas for improvement and enhance overall guest satisfaction.
Back Office Support:
- Assist property owners with questions.
- Process daily reservation reports.
- Contribute to back-office operations, handling tasks such as data entry, record-keeping, and documentation.
- Coordinate with internal teams, including housekeeping and maintenance, to support the efficient operation of vacation rental properties.
- Data entry for onboarding of properties into PMS, AirBnB or VRBO listings.
- Update listings in OTA systems, including property photos, rates, and descriptions.
Requirements
Foundational Requirements:
- Some guest services and/or reservations experience in 5 star hotel type environment or the vacation rental industry.
- Must be able to communicate both written and verbal in French. The primary language spoken for this position will be French.
- Excellent written and verbal English skills. No exceptions. This position will be communicating via phone, text, and email. 5 of 5 on all assessments.
- Strong organizational and multitasking abilities.
- Ability to work independently in a remote work environment.
- Attention to detail and commitment to providing exceptional service.
- Empathy and Patience.
- Customer-Centric Mindset.
- Critical thinker.
- Ability to learn new software easily and efficiently.
Nice to Haves:
- Hospitality / Vacation rental industry experience, working with Hotels VRBO, AirBnB, etc.
- PMS experience in the rental industry or hotel industry
TECHNICAL REQUIREMENTS:
- Internet speed minimum 30mbps
- i5 8th Gen or higher
- Windows 10 / MacOS Catalina or higher
- Minimum of 8 GB RAM
- Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
- Back-ups in case of power or internet provider interruptions
- Good headset and webcam (preferably noise-canceling headset)
Benefits
WHO WE ARE:
EXTENTEAM is the #1 trusted outsourcer for property management professionals operating short-term rentals, vacation homes, multifamily communities, and boutique hotel properties.
WHAT WE DO
We support over a hundred different property management brands throughout the United States. Our virtual team members work exclusively to supercharge guest services, reservations, marketing, bookkeeping, IT support, and other core business functions.
OUR CORE VALUES:
- MISSION ACCOMPLISHED: We Work Smart & Get Stuff Done.
- OWN YOUR STUFF: We Own Our Stuff.
- WALK THE TALK: We Do What We Say We'll do.
- INTO THE WILD: We are Explorers.
- WORD AS BOND: Just Say It.
- ABOVE AND BEYOND: We Live Extenteam.
WHAT WE OFFER:
We offer our team members targeted development opportunities, both on a professional and personal level. We also offer:
- Competitive Salary
- Holiday Reward equivalent to 13th-month pay
- HMO
- Life Event Bonuses
Philippines
