Guest Communications & Operations Agent
This position serves as the front line of communications with guests of Conmigo Vacation Rentals and its partner properties: Venture Base Boutique Hotel, Trail Motel, and Lower Kenai Lodge. You will handle prompt written communication with guests across multiple booking channels and provide verbal support via phone. You will also support the operations team by creating work orders and validating work to ensure guests have a 5-star stay.
Position Overview
This role expands the guest communications team to increase capacity as the company grows. By strategically adding this position, we prevent the decrease of efficiency or quality of communication with our guests. You will take on auditing tasks to ensure smooth operations and help offset growing pains as the business scales.
Guest Communications
Handle all guest communication from Hostaway and the dedicated guest services phone line
Promptly address and resolve guest issues, such as maintenance or access concerns
Establish a personal connection with guests upon booking to ensure their needs are met
Ensure a 5-star guest experience from booking to review
Problem-solve issues using all available tools, software, and resources provided by Conmigo, and escalate items to the internal team as needed
Operations Assistance
Conduct daily audits to ensure all units are ready for guests
Communicate with cleaners to verify cleanings will be completed within the dedicated timeframe
Perform check-in inspections to ensure homes are ready for guests
Assign outstanding issues and verify all tasks are assigned
Conduct thermostat audits
Review daily camera footage to ensure the property is in ready-to-rent condition
Complete any other tasks Conmigo Vacation Rentals deems necessary to ensure guest satisfaction