Guest Service Associate

Holiday Homes RentalsGuest Service AssociateTasks & responsibilities• Be the main point of contact with potential, existing and future guests as well as suppliers• Respond to booking inquiries• Lead pre-check-in communication focused on gathering traveling documents and setting up a smooth self-check-in process• Assist in self-check-in if required• Attend to in-stay inquiries• Monitor guest satisfaction• Manage difficult communications with valued guests who are unsatisfied with the service, product or resolution offered• Schedule and coordinate check-out and mid-stay cleanings• Process claims, lost and found, returns, etc.• Request and reply to guest reviews• Meet and greet VIP / special assistance guests• Collect and deposit cash for occasional cash guests• Conduct occasional property inspections to identify guest pain points• Identify areas for improvement based on guests feedback and develop and implement corresponding initiatives• Secure compliance with DTCM reporting requirements and taxes• Codify all the related know-how (e.g. property manuals)• When needed, roll up the sleeves and perform housekeeping and maintenance duties• Work on other tasks as required (e.g. property onboarding)