[Hiring] Guest Services Agent @Angel Host

Role Description

As our Guest Services Agent, you will be responsible for handling all guest and traveler inquiries, from the moment they make their first request to the moment they leave a raving review of their stay. Being friendly and welcoming is at the core of our DNA; this is why we commit to a hospitable, caring, and personal approach to “angel hosting”. We treat guests with the utmost care and thus ensure that our clients (owners and property managers) obtain the best results from their short-term rental properties.

• Reply to all Guest inquiries within a very short delay, researching for the best answers when needed.
• Communicate proficiently in both English and Spanish.
• Respond in writing to a high volume of inquiries and questions from travelers around the world using our Property Management Software and advanced automation tools.
• Solve any issues that Guests might have before, during, or after their stay.
• Ensure quick and efficient communication with potential guests to convert their inquiries into confirmed Bookings.
• Record payments for additional services, claims, and refunds when applicable.
• Be resourceful and creative, ensuring complete guest satisfaction.
• Be flexible and adaptable to changing needs and new situations.
• Ensure post-stay reviews are replied to.

Qualifications

• At least 3 years of experience in Guest Services or in an area where you had to communicate with clients and/or customers via online chat, email, text.
• Relevant Vacation Rental Management and/or Travel/Tourism/Hospitality experience.
• Superb writing skills in English and Spanish; a written English and Spanish test will be conducted.
• Comfortable working a 40-hour workweek on a Mountain or Pacific Time schedule, with 8-hour shifts from 4:00 PM to 12:00 AM.
• Experience in crisis management and turning unhappy guests into loyal customers.
• Incredibly positive attitude.
• Strong initiative; proactive in responsibilities.
• Strong organizational and time-management skills.
• Experience with Guesty and HubSpot is a plus.
• Passion for using the latest technologies.
• Great at multitasking.
• Enjoys being part of an awesome team.

Benefits

• A competitive base salary with annual reviews and opportunities for growth.
• Paid time off + all national holidays.
• Full-time, 40-hour workweek based on Mountain or Pacific Time, with 8-hour shifts from 4:00 PM to 12:00 AM (including a 1-hour break), two rotating days off per week.
• Freedom to work from home or from anywhere with reliable wifi and a dedicated working space.
• Monthly allowance for Internet + Computer Usage + Private Health Insurance.
• Up to 3 days of paid time off to volunteer in the charity of your choice through “Angels Care,” our plan for giving back to the community.