Remote Guest Services/Reservations Agent (Spanish/English Bilingual)

Extenteam is currently looking for a Remote Guest Services/Reservations Agent (Spanish/English Bilingual) to join our growing organization and undertake the following tasks:

This position is pivotal in providing outstanding customer service, managing reservations efficiently, and supporting back-office operations. The ideal candidate will be bilingual English/Spanish, excel in working independently, communicating effectively in a virtual setting, and ensuring a seamless experience for guests and internal teams.

Key Responsibilities:

Guest Services:

• Serve as the primary contact for guests, delivering exceptional customer service.
• Respond to in-house guest emails, chats, and texts through professional and friendly written communication to assist with issues such as lockbox, wifi troubleshooting, directions to homes, etc.
• Answer in-house guest calls and assist with issues such as lockbox, wifi troubleshooting, directions to homes, parking questions, etc.
• Respond to complaints or upset guests while maintaining professionalism and expressing empathy. When needed, escalate to the appropriate department or manager.
• Enter work orders for maintenance as issues are called or emailed in from guests.

Guest Reservation Management:

• Communicate with potential guests in professional and friendly written communication via email, chat, and text.
• Respond to emails with reservation information, confirmations, and additional details.
• Become familiar with the area, company properties, and local attractions to be able to answer guest inquiries and questions.
• Respond to written guest inquiries via Airbnb, Vrbo, or other OTA messaging platforms.
• Answer phones and manage the end-to-end reservation process, including converting guest inquiries to bookings and assisting guests in altering or canceling reservations.
• Check voicemail and make outbound calls to follow up with potential guest inquiries and convert inquiries to bookings.
• Manage sales leads using any CRM / lead-tracking software.
• Process guest payments.

• Back Office Support:
• 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.

Foundational Requirements:

• Excellent written and verbal Spanish and English skills for phone, text, and email communication.
• Excellent phone etiquette.
• Previous experience in guest services, reservations, or a related field.
• Strong organizational and multitasking abilities.
• Ability to work independently in a remote work environment.
• Attention to detail and commitment to providing exceptional service.
• Ability to show empathy, exhibit patience, and have a customer-centric mindset
• Possess critical thinking and problem-solving skills.
• Ability to learn new software quickly and efficiently.
• Willingness to ask questions when unclear about a task or process.

Nice to Haves:

• Vacation rental industry experience, working with VRBO, AirBnB, etc.
• PMS experience in the rental and hotel industry.
• Proficiency in Google Business Suite.

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)

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.