Guest Experience Advocate

This is a remote position.

Schedule:

• Full-time
  
• 40 hours per week or 8 hours per day
  
• Training for 2 weeks - 9:00 AM - 6PM Sydney Time (or 6:00 AM - 3:00 PM Manila time)
  
• Schedule: to be determined after the training - Rotating shift, meaning morning, midday and/or evening
  

Client location or time zone:Sydney, NSW, Australia- AEDT

Company/client overview:The client is a leading Australian short-term property management rental company.

Job Description:

As a Guest Experience Advocate, you are instrumental in shaping the experiences of our guests and driving positive reviews across all platforms. Your pivotal role revolves around ensuring our guests enjoy a delightful stay while promptly addressing and resolving any issues that may arise. Your responsibilities include actively tackling challenges during a guest's stay, showcasing outstanding problem-solving skills, and actively contributing to the ongoing enhancement of overall guest experiences.

Responsibilities:

Exceptional guest support

• Provide an elevated guest service experience through live chat, email, and phone interactions.
  
• Promptly answering calls, emails, and live chats to address guest concerns.
  
• Ensure a 'white glove' approach to meet and exceed guest expectations.
  
• Support guests throughout their entire booking journey, from booking to post check-out.
  

Issue Resolution

• Take a proactive stance in addressing issues, anticipating guest needs, and preventing escalations.
  
• Utilize strong problem-solving skills to identify and implement efficient and satisfactory resolutions.
  
• Provide clear and concise information regarding next steps and resolutions.
  
• Actively follow up with guests to ensure satisfaction and close the loop on resolved issues.
  

Collaboration

• Work collaboratively with cross-functional teams to ensure a coordinated approach to providing exceptional guest support.
  
• Share insights and contribute to the continuous improvement of processes.
  

Requirements

• Minimum 2 years in a customer support or guest service role
  
• Background in Airbnb or short-term rental is a must.
  
• Excellent verbal and written communication and a high proficiency in English
  
• Strong problem-solving abilities and a proactive mindset
  
• You’re very comfortable with using technology and digital systems
  
• You’re resilient - stress doesn’t stress you out.
  
• Ability to adapt to changing environments and varying guest needs, showcasing flexibility in handling different situations.
  
• Strong internet connection and fast speed and appropriate working from home space
  
• Additional consideration will be given if you have prior experience in the short-term rental industry or property management, demonstrating familiarity with related processes and dynamics.
  
• COMFORTABLE WORKING ON A ROTATING SHIFT AND HAVING NON-CONSECUTIVE DAYS OFF WHICH MAY HAPPEN ONCE IN A WHILE