Guest Relations and Reservations Specialist

Job description / Role

• Answers phone calls of third-party suppliers, vendors, guests, and team members to arrange deliveries of operational, reservations and admin tasks while being responsive to emails.
• Provide a friendly, warm, and memorable welcome to all guests while ensuring their expectations and needs are met throughout their stay.
• Accurately records admin information, including invoices, receipts, payment information, bills incurred, paid, and kept records to charge to respective parties/ clients.
• They have impeccable phone and email manners, strong communication and customer service skills, and keen attention to detail.
• Possesses a strong knack for order and organization skills, while being able to thrive in an active and fast paced environment, a methodical individual who can keep detailed records of the portfolio of short-term rentals.
• Answer phone calls and assist clients, vendors, team members and guests with work requirements.
• Respond to business emails with reservation related information, and details as and when needed.
• Accurately record customer information and charge credit cards upon successful reservations on our system.
• Takes care of all online portals and assign units as per booked categories.
• Charge bookings ahead of guest of arrival to avoid any payment related issues.
• Maintain adequate stock of materials and documents used daily in the office.
• Maintain files daily.
• Keep track of store inventory, bed and bath linen and other operational supplies.
• Perform errands and special projects as requested by supervisor.
• Observe established policies and procedures.
• Reconcile online travel agencies reservation statements monthly.
• Checks in and checks out guest movements on DTCM portal.
• Assists team with setting up units and properties on our advertising network such as property portals, OTA’s, Goyzer CRM etc.
• Apply DTCM permits for onboarding units of portfolio.
• Onboard new property including new utility connections, access cards, registration of new properties and agency with building management and developers.
• Track and manage utility bill payments for landlords on a weekly basis.
• Helps team members with interior project aspects related to procurement, attend and place deliveries of furniture according to the design and requirement.
• Welcome guests with warmth and enthusiasm, providing a personalized and memorable arrival experience.
• Take accurate inventory of homes; prepare supply order list; accept delivery of ordered items; assist in timely delivery of correct rental supply inventory to homes; ensure rental supplies are stored and organized in the correct locations.
• Assist guests and homeowners with electronic device use (TVs, remotes, Wi-Fi, etc.)
• Make sure all amenities are placed prior to guest arrival according to our standards for all our units.
• Engage with guests on daily basis to anticipate their needs, address any concerns, and exceed their expectations throughout their stay.
• Act as a liaison between guests and various departments to coordinate special requests, amenities, and services.
• Handle guest inquiries, feedback, and complaints with professionalism and empathy, striving for swift resolution and guest satisfaction.
• Maintain a thorough understanding of our products, services, and amenities to provide accurate information and recommendations to guests.
• Perform guest check-ins, check-outs, and room allocations, ensuring a seamless and efficient process.
• Conduct proper and thorough inspection before and after every arrival.
• Report, charge, and fix all damages caused by the guest.
• Prepare check in and checkout reports for any long-term guests and take guest signature before refunding deposit back.
• Monitor guest feedback and trends to identify opportunities for improvement and enhancement of our guest experience.
• Uphold the highest standards of cleanliness, safety, and hospitality in all areas.
• Collaborate with team members to create a welcoming and inclusive atmosphere for our guests and colleagues alike.
• Collect payments, and deposits upon arrival and issue receipts on the spot whether the collection is made in cash or by card.
• Deposit all cash collected from guests\clients to designated area on the same day of collection.
• Be available for on-call emergency after-hours phone calls responding to guest concerns quickly and efficiently (24/7/365 – shared responsibility rotated with other team members)
• Line Manager can change and add new tasks into the list as and when needed to run smooth operation.

Requirements

• Good listener and positive persuasive problem solver focused on the result of exceeding guest and homeowner satisfaction expectations.
• This role is mainly focused on ground operations which includes frequent visits between the office and properties under management.
• Previous experience in a guest relations or customer service role within the hospitality industry is highly desirable.
• Flexibility to work rotation shifts, including evenings, weekends, and holidays as needed is mandatory.
• Proficiency in reservation systems, MS Office, and other relevant software applications.
• Genuine passion for hospitality and a commitment to delivering personalized service.
• Proven ability to work effectively in an innovative, fast-paced, and multi-tasked environment.
• Team player with an attitude to help and add value to the team by contributing and assisting team with requests.
• Possess the ability to organize, plan and manage workloads.
• Relishes the “win” in accomplishing daily goals.
• Internally motivated; takes initiative and achieves goals with little or no supervision.
• Successfully multi-tasks, managing many small tasks or processes with attention to the details; likes to stay busy and seeks out projects to complete.
• Likes to be organized and work towards keeping everything in its place.
• Manages stress, maintains focus and positive attitude amidst change or under immense pressure.
• Enthusiastic, ethical, and loyal team worker; understands the relationship of each team member’s responsibilities for mutually beneficial end results and is a self-starter who can work independently within our standards.

About the Company

Chestertons is a global real estate services firm with more than 46 offices in 16 countries, operating across the UK, Europe, Asia Pacific, Caribbean, Middle East and North Africa.

We provide expert advice on the purchase, sale and leasing of all types of commercial and residential real estate, including management of property portfolios, valuations and appraisals, as well as capital market advice to help clients to develop viable strategic opportunities from their real estate portfolios.

Are you interested in becoming a new member of the Chestertons Global Network? Join our Global Network and use our brand and expertise to grow your business globally.