Guest Services Specialist

GMM Advisory; Colombia; A distancia; COP 64.557.000 - 120.506.000; A tiempo parcial

Ventajas ofrecidas por este puesto de trabajo

Learning opportunities in hospitality

Supportive remote team culture

Flexible working hours

Descripción de la vacante

A remote hospitality services provider is seeking a Motel Guest & Operations Coordinator to enhance guest experiences at a motel in Napier. This part-time role involves managing guest communications, optimizing online listings, and collaborating with on-site staff. Ideal candidates will have strong English communication skills and experience with property management systems. Flexible hours are offered to balance personal schedules while ensuring guest satisfaction.

Formación

• Must have a strong command of English for communication.
• Experience in customer service or hospitality is preferred.
• Detail-oriented and reliable with follow-through capabilities.

Responsabilidades

• Respond promptly to guest inquiries for improved satisfaction.
• Manage bookings and revenue through effective listing adjustments.
• Enhance online presence on major OTA platforms.
• Compile weekly/monthly reports on revenue, occupancy, guest interactions, and competitive insights.
• Collaborate with on-site staff and owners to ensure smooth operations.

Conocimientos

Strong written and spoken English

Experience with CloudBeds or similar property management systems

Familiarity with OTA platforms like Airbnb, Booking.com, and Expedia

Detail-oriented

Reliable

Proactive problem-solving

Herramientas

CloudBeds

Airbnb

Booking.com

Expedia

Descripción del empleo

Overview

Join our remote Motel Guest & Operations Coordinator team. The successful candidate for this role will be engaged via Upwork. This role focuses on enhancing the guest experience at our motel in Napier, New Zealand by managing guest communications and optimizing our online presence to contribute to occupancy and guest satisfaction. As part of our remote team, you will collaborate with on-site staff and owners to ensure seamless operations and a welcoming environment for our guests.

• Position Type: Part-time, remote
• Hours: 5-20 hours per week, adaptable to seasonal demands
• Roster: 3-7 days per week on call (answering messages) between 6am and 12pm noon NZ time
• Performance-based bonuses tied to occupancy and guest satisfaction

What You'll Do

• Guest Communication & Support: Respond promptly to guest inquiries, aiming for a 30-minute response time during agreed working hours. Utilize and enhance messaging templates to maintain consistency
• Booking & Revenue Management: Oversee listings on CloudBeds, adjust availability and pricing according to market trends and occupancy levels. Provide insights to optimize revenue
• Listing Maintenance: Improve presence on major OTAs (Airbnb, Booking.com) by updating descriptions and photos, and tracking competitor pricing to inform adjustments
• Reporting & Accountability: Compile weekly and monthly reports detailing revenue, occupancy, guest interactions, pricing changes, and competitor insights to enable data-driven decisions
• Collaboration: Work closely with on-site staff and owners to escalate issues and ensure smooth operations, fostering a strong team dynamic

What You Bring

• Must-Have Skills: Strong written and spoken English, experience with CloudBeds or similar property management systems, and familiarity with OTA platforms like Airbnb, Booking.com, and Expedia
• Preferred Qualifications: Background in customer service or hospitality with a keen understanding of guest needs and expectations
• Relevant Soft Skills: Detail-oriented, reliable, and capable of maintaining a high level of follow-through
• Growth Mindset: Proactive problem-solving and willingness to suggest process improvements

What We Offer

• Learning Opportunities: Gain insights into the hospitality industry while developing customer service and operational skills
• Technical Environment: Work with advanced tools like CloudBeds and gain practical experience in property management systems
• Team Culture: Be part of a supportive remote team that values open communication and shared success
• Work-Life Balance: Flexible hours that accommodate personal schedules while contributing to guest experience

Seniority level

• Not Applicable

Employment type

• Part-time

Job function

• Customer Service

Industries

• Hotels and Motels