[Hiring] Customer Service and Communications Officer @Hunt St

Role Description

The Customer Service and Communications Officer is a key role responsible for managing guest interactions and reservation-related tasks for the company. This is a complete work from home set-up. The role includes:

• Handling guest inquiries
• Maintaining reservation systems
• Ensuring accurate communication with guests to deliver exceptional service

Starting at approximately 30 hours per week, with the potential to transition to a full-time role for the right person, depending on business and workload needs.

Key Responsibilities

• Guest Communications:
  • Respond promptly to guest inquiries and reservations via email, phone, and booking platforms.
  • Use saved replies and automated messaging systems to ensure consistent communication.
  • Address guest requests and queries regarding bookings, check-ins, and check-outs.
• Reservation Management:
  • Update and manage reservation tracking systems across all platforms.
  • Monitor and process failed payments, cancellations, and booking modifications.
  • Ensure accurate and timely communication of reservation details and updates to guests.
• Operational Coordination:
  • Collaborate with the housekeeping department to ensure readiness for guest check-ins.
  • Confirm that guest details and special requests are updated in the system.
  • Work with the reservations dashboard to ensure data accuracy and completeness.

Qualifications

• Bachelor’s degree or equivalent.
• 3-5 years of experience in customer service in Australia, preferably in accommodation or hospitality industries.
• Strong skills in Excel, Word, Cloud-based environment (OneDrive), WhatsApp, Gmail, and willingness to learn new systems.
• Experience in channel management software like Guesty is preferred.
• Exceptional written and verbal communication abilities.
• Demonstrated ability to resolve issues efficiently and empathetically.
• Capability to handle multiple tasks and deadlines effectively.

Preferred Qualifications

• Familiarity with booking and reservation systems (e.g., Guesty, Airbnb, Booking.com).
• Previous experience in property management or a similar field.
• Tech-savviness with a proactive approach to adopting new tools and systems.

Work Arrangement & Expectations

This is a remote role that will be set up as an independent contractor engagement. To ensure alignment and transparency, successful candidates will be expected to:

• Disclose any existing ongoing roles or client work
• Reflect this engagement on their LinkedIn profile (clearly marked as “Independent Contractor”)