STR Customer Support Representative - 15581955217 (CG)
Support Shepherd
- Metro Manila
- Permanent
- Full-time
- Manage Guest Communications team to ensure we comply with all standards and operating procedures
- Appraise the team’s performance and produce regular reports
- Monitor daily bookings and ensure assigned rooms are prepared prior to check-in
- Examine daily duties, assign tasks and check on progress with the on-site team
- Oversee check-in and check-out procedures, including reservations and financial transactions, cleaning schedule, and guest reports and reviews
- Coordinate and manage communication between guests and staff and follow up to ensure we resolve customer concerns
- Analyze guest feedback from online reviews and suggest ways to improve ratings
- Standard operating procedure development
- Data Entry
- Tech support for booking platforms/ Tech Admin Duties
- Pricing Management support
- Online ordering, tracking, and coordination of goods/deliveries for on-site properties
- Calling providers such as utilities and internet service companies
- Creating videos of processes for staff training purposes
- We are looking for individuals who share our passion for delivering exceptional customer service and who are excited about the opportunity to make a real impact on the guest experience. You must possess the following:
- Proven work experience in the hotel industry or with STR/vacation rental (please have a portfolio available)
- Experience managing guest experience/communications teams - ability to motivate and lead by example
- Native/bi-lingual English language capabilities are a MUST
- Outstanding Communication skills - active listening and articulation
- Strong sense of responsibility and initiative
- Proficient in using Booking platforms such as Booking.com, Airbnb, Cloudbeds, etc
- Ability to independently and creatively problem-solve and coordinate solutions
- Excellent Organization and multitasking skills
- Eager and Quick Learner
- College Graduate – preferably an HRM / Hospitality Industry graduate.
- At least 2 years experience on other STR (Short Term Rental) projects
- A degree in Hotel Management or a related field is a huge plus
- PR experience is a plus
- Quarterly Performance Bonuses
- Holiday Bonuses
- PTO - Paid Time Off (vacation days)
- Performance-based Wage Increases (evaluated semi-annually)