Concierge Coordinator

AvantStay; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

An innovative company is seeking a passionate Concierge Coordinator to elevate guest experiences in the booming short-term rental market. In this fully remote role, you will be the brand ambassador, helping guests with reservations and creating tailored itineraries that enhance their stay. Your knack for customer service and problem-solving will shine as you engage with guests to ensure their needs are met. Join a team that values meaningful work and offers a range of benefits, including unlimited paid time off and company-sponsored insurance. If you're enthusiastic about travel and hospitality, this is the perfect opportunity for you!

Benefits

Unlimited Paid Time Off

Company-sponsored insurance (medical, dental, vision, life)

Complimentary and discounted stays

Paid parental leave

Wellness stipend

Cell phone stipend

Qualifications

• 2-3 years of VIP customer service or concierge experience required.
• Strong written and verbal communication skills are essential.

Responsibilities

• Sell concierge services and create personalized itineraries for guests.
• Respond promptly to guest inquiries and ensure satisfaction.

Skills

VIP Customer Service

Concierge Experience

Sales Skills

Communication Skills

Problem-Solving

Education

High School Diploma

Bachelor's Degree in Hospitality or Related Field

Tools

CRM Software

Communication Tools (Phone, SMS, Email)

Job description

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Who We Are...
AvantStay delivers world-class, authentic, tech-enabled short-term rental ("STR") group experiences targeted at the millennial generation. We are venture-funded and growing rapidly in the explosive $100+ billion dollar STR industry. We deliver a customized end-to-end experience tailored just for groups and powered with technology at every layer.

What We Are Looking For...
We have streamlined the most consistent + tech-driven experience in the short-term rental market, and the Concierge brings hospitality to the forefront of what we do. As a brand ambassador, the Concierge Coordinator will lead our mission to create a new standard for short-term rentals. This person will support guests when they reserve our properties and work closely with Guest Experience Coordinators to deliver a seamless, high-touch level of service and knowledge. You should be passionate about helping people and enhancing the guest experience. You love to sell, and you are passionate about creating exceptional customer experiences. You are a facilitator, a hands-on problem-solver, and dedicated to ensuring guests have the best possible stay.

This is a fully remote role; candidates must be available to PST including weekends.

What you'll do...

• Sell Concierge services to guests with a focus on quarterly team revenue goals.
• Create itineraries and experiences that enhance the guest's stay.
• Create proposals & itineraries to bring our offer to life for guests.
• Interact with guests via phone, SMS, and email to ensure customer satisfaction.
• Respond promptly, personally, and professionally to guest inquiries to open the conversation and ensure they feel welcome.
• Convert new requests into confirmed services and effectively manage lead opportunities and outreach efforts.
• Support field operation teams and guest experience coordinators in maintaining a consistent guest experience with high-level service and consistency.
• Assist and develop programming with Concierge Manager & Supervisors, as needed.
• Keep relevant systems updated with customer information and confirmation details.
• Provide knowledgeable and correct information on AvantStay properties and policies.
• Understand who our guests are, what brought them to AvantStay, and offer personalized recommendations for upgrades & experiences such as private chefs, in-home massages, grocery delivery, private transportation, and more.
• Attend bi-weekly meetings, provide organized updates, and come prepared with discussion topics for the team.
• Maintain knowledge on Concierge Upgrades and services, understanding seasonality, travel trends, local festivals, and other relevant information to serve guests best.
• Engage sincerely and genuinely with guests, anticipate and exceed expectations, and own the experience from start to finish. Ensure professional and timely communication.

Requirements

• 2-3 years VIP Customer Service and/or Concierge experience required.
• Background in the Luxury Travel industry preferred.
• Background in Sales and Call Center environment preferred.
• Positive, enthusiastic, and passionate about the travel industry.
• Ability to understand and convey issues and technical concepts.
• Strong team mentality and reliability; a self-starter.
• Capable of quickly learning new software systems & keeping up with updates.
• Strong written and verbal communication skills and excellent attention to detail.
• Must be able to work weekends (Saturday and Sunday shifts required).

Benefits

When you join AvantStay, you'll be doing meaningful work alongside an experienced team, transforming travel and vacation experiences.

• Salary: $18 - $20 USD per hour
• Unlimited Paid Time Off
• Company-sponsored insurance (medical, dental, vision, life, etc.)
• Complimentary and discounted stays at AvantStay properties
• Paid parental leave
• Wellness stipend
• Cell phone stipend

Equal Employment Opportunity

We celebrate diversity and are proud to be an equal opportunity employer. We believe that different makes us better.

Additional Info

• Seniority level: Entry level
• Employment type: Full-time
• Job function: Customer Service
• Industries: IT Services and IT Consulting