Position Overview
RecruitGo is in search for a Guest Services Coordinator who will ensure smooth guest arrivals and departures by managing bookings, payments, and communication. The coordinator works closely with cleaning and maintenance teams to address guest requests and special accommodations. This role requires effective communication and timely task management to ensure high-quality guest experiences.
Responsibilities:
- Read the handover and address any urgent and pending items
- Open Breezeway, and check that there are no overdue tasks and
- address if any
- Open Breezeway (maintenance & cleaning tool) and Hostaway (channel
- manager), and make sure that every checkout you see on Hostaway has a
- cleaning scheduled on Breezeway
- Answer all messages on Hostaway and hello@humminghost inbox +
- your own inbox
- Ensure that cleaning and maintenance tasks are completed on a daily basis - be in constant communication with cleaners, the ops team, and maintenance to address any issue or special requests (ECI, LCO, Pet, etc)
- Check codes work/is active
- Check host notes on Hostaway and plan accordingly. Add host notes when preparing arrivals
- Check payments for direct and VRBO bookings are received for the next 14 days
- Prepare arrivals and departures (following the SOP)
- Check Breezeway reports, schedule maintenance as necessary, and inform the Ops runner if units need to be
- Replenished
- Make courtesy calls to guests, or request for a courtesy call from the Ops team when necessary
- Update the handover at the end of each shift
PREPARE ARRIVALS (SOP):
- Make sure all payments have been received, for tomorrow
- Make sure all rental agreements are signed or precheck-ins are
- complete
- Generate codes or check that codes are automatically generated, depending on the smart lock system used in the building
- Check upsells and confirm each upsell with a message
- Check ring and smart lock's batteries, and add comments to Breezeway when necessary
- In host notes, add: the Reason for stay, if RA was signed, if there is an ECI or LCO, a Pet, any special request from guests. If email was provided (Latch) and phone # was provided (H&O). Check that Upsell have been paid for. Update # guests when necessary
- Copy and paste email to the reservation under the email tab for marketing purposes, whenever a guest provides an email address
PREPARE DEPARTURES:
- Check the next 2 day's departures, make sure clean and inspections are scheduled
- Update future auto messages if necessary
- Coordinate any LCO, luggage drop-off request from guests, etc
- Check the message thread, and make sure all guests questions have been addressed. If there is a risk of a bad review, inform the Ops team and request a courtesy call
- Assist in the maintenance and management of internal IT infrastructure
- Support the deployment of cybersecurity tools and security patches
Requirements:
- The candidate must have experience at a hotel front desk, and also experience with STR (short term rental), preferable in a 4 or 5-star hotel, and/or for a company based in the USA or UK
- Candidate must be tech savvy (previous experience with Hostaway and Breezeway is a plus), patient and empathetic, a problem-solver, a fast learner, and a team player => a complaint is an opportunity for a 5-star review!
Nice-to-haves:
- Bilingual in Spanish or French
- International experience
Why RecruitGo
RecruitGo seamlessly links world-class business partners with top-tier global talent in emerging markets. Secure legal employment through our Employer of Record services and embark on a journey to unparalleled professional opportunities.
- Work Schedule: Monday - Friday Central Time (USA). We are looking to hire 1 Full-Time employee + 1 Part-time employee 20 hours - the PT employee would be FT in season (May-November)
- Work Set up: Remote
- Working Device: will be provided
- Diverse Challenges: Each day offers fresh opportunities and unique challenges that keep your work engaging and rewarding
- Team Collaboration: Join forces with a supportive team, where your insights and contributions are valued
- Inclusivity: Be part of an inclusive and diverse workplace that values your contributions. Work with the internal team to ensure timely delivery of services to clients and ensure that clients & expectations are met
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