Communication Coordinator for Vacation Rentals

6 days ago

India Extenteam Full time
Job Overview

We are seeking a skilled Guest Experience Specialist to join our team at Extenteam. As a key member of our operations team, you will be responsible for managing guest communications and providing exceptional service to our guests across multiple platforms. This role requires excellent communication skills, attention to detail, and the ability to multitask in a fast-paced environment.

Key Responsibilities:
  • Provide exceptional service to our guests by responding promptly and professionally to their inquiries via email, phone, and messaging platforms.
  • Accurately provide information regarding bookings, services, policies, and other guest inquiries, adhering to our company's guidelines and protocols.
  • Efficiently handle and resolve guest complaints and issues, ensuring guest satisfaction and loyalty through effective problem-solving and conflict resolution.
  • Assist with booking and confirming reservations, as well as assisting with sales, to provide a seamless experience for our guests.
  • Manage guest reviews on OTAs, responding to feedback and concerns in a professional and timely manner.
  • Cordinate with internal teams, property managers, and owners to ensure guest requests and special arrangements are met, demonstrating strong teamwork and collaboration skills.
  • Create, update, and maintain guest communication templates and FAQs, ensuring consistency and accuracy in our communication channels.
  • Ensure all communications reflect the partner's voice and guidelines, upholding our company's brand and reputation.
  • Participate in virtual meetings and training sessions, staying up-to-date with industry trends and best practices.
  • Provide feedback to the team regarding partner issues and suggestions for process improvement, contributing to continuous growth and development.
  • Liaise with vendors for tasks such as HVAC, plumbing, and electrical work, including dispatch and invoicing, ensuring efficient and effective coordination.
  • Perform data entry tasks, such as onboarding properties into property management systems and listing them on OTAs like Airbnb and VRBO, maintaining accurate and up-to-date records.
  • Work on off-season duties, including deep cleaning scheduling, lock battery replacements, and documentation of processes and procedures, ensuring a smooth transition between seasons.
  • Handle permitting and insurance requirements/documentation from property owners, adhering to regulatory requirements and company protocols.
  • Manage calendars and inboxes, prioritizing tasks and responding to guest inquiries in a timely and efficient manner.

Foundational Requirements:
  • Excellent written and verbal English skills for phone, text, and email communication, ensuring clear and effective communication with guests and internal stakeholders.
  • Must be located in Tamil Nadu, Kerala, Karnataka, or Maharashtra, allowing for easy access to our team and partners.
  • Previous experience in guest services, reservations, or a related field, demonstrating a strong understanding of the industry and its challenges.
  • Strong organizational and multitasking abilities, enabling effective prioritization and time management.
  • Ability to work independently in a remote work environment, requiring self-motivation and discipline.
  • Attention to detail and commitment to providing exceptional service, ensuring high-quality guest experiences.
  • Empathy, patience, and a customer-centric mindset, allowing for effective conflict resolution and issue escalation.
  • Critical thinking and problem-solving skills, enabling creative solutions to complex problems.
  • Ability to learn new software quickly and efficiently, adapting to changing technology and systems.
  • Willingness to ask questions when unclear about a task or process, demonstrating a proactive and collaborative approach.

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