We are a property management company in Nashville specializing in short term rentals. As a Guest Satisfaction specialist, your role is crucial in ensuring a high level of guest communication while maintaining standards and homeowner satisfaction. You will be responsible for effectively communicating with guests throughout their stay, managing their inquiries and concerns, and ensuring a seamless experience. Additionally, you will work closely with homeowners to address their needs and maintain the quality of their properties.
We are looking to hire a full-time hourly team member for our guest satisfaction team. Our shift times are either 8am-4pm or 4pm-Midnight, but can be flexible for the right candidate. We are looking for someone available 1-2 days in office for the 8am-4pm shift and the other shifts being 4pm-midnight remotely. Our team rotates weekends and holidays, flexibility and availability for this is required.
Please submit a cover letter with your application sent to kendra@theleasekillers.com. Applications submitted without a cover letter will not be considered.
Responsibilities:
Guest Communication: Act as the primary point of contact for guests, promptly responding to inquiries via phone, email, or messaging platforms. Provide detailed information about the properties, amenities, policies, and local attractions, ensuring a positive pre-booking experience.
Reservation Management: Handle guest bookings, modifications, and cancellations in accordance with company policies. Coordinate with the reservations team to ensure accurate and up-to-date information is maintained in the property management system.
Guest Support: Address guest inquiries, concerns, and special requests during their stay, ensuring a high level of customer satisfaction. Troubleshoot and resolve issues related to accommodations, amenities, and services, coordinating with relevant departments or service providers as needed.
Homeowner Relations: Foster strong relationships with property owners, serving as their main point of contact. Regularly communicate with homeowners to address their needs, provide updates on property performance, and ensure their satisfaction with the rental management services.
Property Standards: Conduct regular information monitoring to ensure compliance with established standards and guidelines. Identify maintenance or cleanliness issues and coordinate with appropriate teams to rectify them promptly.
Quality Assurance: Implement measures to monitor and enhance the quality of guest experiences. Collect guest feedback, analyze trends, and propose improvements to optimize guest satisfaction and exceed their expectations.
Guest Reviews and Feedback: Monitor guest reviews and ratings across various platforms, respond in a timely and professional manner, and address any concerns or issues raised. Encourage guests to provide feedback and testimonials to build a positive online reputation for the properties.
Team Collaboration: Collaborate closely with internal teams, including housekeeping, maintenance, reservations, and marketing, to ensure smooth operations and guest satisfaction. Communicate guest needs and preferences effectively to relevant departments.
Homeowner Retention: Work to ensure homeowner satisfaction and maintain positive relationships. Regularly update homeowners on property performance, revenue generation, and upcoming bookings.
Industry Knowledge: Stay informed about local regulations, market trends, and competition in the short-term rental industry in Nashville. Keep up-to-date with hospitality best practices and implement relevant strategies to enhance guest satisfaction.
JOB REQUIREMENTS
Excellent written and verbal communication skills.
Strong problem-solving and conflict resolution abilities.
Attention to detail and the ability to multitask in a fast-paced environment.
Proficiency in using communication and productivity tools such as email, messaging platforms, and project management software.
Ability to work independently and collaboratively as part of a team.
Flexibility to work evenings, weekends, and holidays as required.
Knowledge of the Nashville market, local attractions, and hospitality industry trends.
Note: This job description is a general outline of the responsibilities and requirements for a Guest Communication and Satisfaction Specialist in a short-term rental property management company in Nashville. The specific duties and qualifications may vary based on the company's needs and objectives.