Guest Relations Specialist

UrbanNashville Vacation Rentals

Nashville (TN)

On-site

USD 43,000 - 47,000

Full time

14 days+

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Job summary

UrbanNashville Vacation Rentals seeks a Guest Relations Specialist to foster exceptional customer service in Nashville. The role involves addressing guest inquiries, utilizing upselling techniques, and collaborating with the team for seamless guest experiences. Ideal candidates possess strong customer service skills and a passion for hospitality, whether experienced or eager to learn.

Qualifications

Proven experience in customer service with a strong commitment to exceeding expectations.
Exceptional communication skills, both verbal and written.
Detail-oriented with the ability to manage multiple tasks.

Responsibilities

Address guest inquiries and concerns professionally to ensure positive experiences.
Utilize upselling techniques to enhance guest satisfaction.
Collaborate with the team for smooth guest arrivals and departures.

Skills

Customer service

Communication

Detail-oriented

Problem-solving

Upselling

Education

Bachelor’s degree in Hospitality, Business, or related field

Tools

Property management systems

Hospitality software

Job description

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UrbanNashville Vacation Rentals is a locally owned and operated vacation rental property management company based in Nashville, Tennessee. We are committed to providing outstanding service to both our guests and property owners. Our team is dedicated to ensuring every guest enjoys a seamless and memorable experience, while also delivering exceptional management services to our partners. A huge part in ensuring success for our owners, guests and team is hiring an outstanding Guest Relations Specialist.

Role Overview:

We are a small property management team. We all work together to ensure a flawless guest experience. As a Vacation Rental Guest Relations Specialist, you will play a key role in ensuring exceptional customer service at every guest interaction. This includes booking guests using our PMS software, collecting funds, answering guest inquiries on all booking platforms, including Airbnb, VRBO, Booking.com, Expedia and our website inquiries. You will be responsible for addressing guest inquiries and resolving concerns with professionalism and care, identifying opportunities for upselling, and maintaining a positive, welcoming atmosphere. This role requires strong leadership skills and a deep passion for delivering top-tier guest service.

Our ideal candidate is someone with a strong passion for hospitality, capable of managing multiple tasks and solving problems efficiently. While prior experience is a plus, we are open to candidates with less experience but have a teachable spirit and a winning attitude.

Key Responsibilities:

Address guest inquiries and concerns in a professional and efficient manner, ensuring a positive experience for all guests.
Utilize upselling techniques to enhance guest satisfaction and increase revenue.
Maintain a strong focus on delivering an exceptional guest experience from check-in to check-out.
Remain composed and effective in managing challenging situations or guest complaints.
Work collaboratively with the team to ensure smooth guest arrivals, stays, and departures.
Participate in weekend and on-call duty rotations as needed.
Assist in various operational areas of the business, demonstrating flexibility and teamwork.
Exhibit a positive, solution-oriented attitude and actively seek opportunities for personal and professional growth.

Qualifications:

Proven experience in customer service with a strong commitment to exceeding guest expectations.
Exceptional communication skills, both verbal and written.
Detail-oriented with the ability to manage multiple tasks simultaneously.
The ability to identify and capitalize on upselling opportunities.
Experience with property management systems or hospitality software is preferred, but not required.
Comfortable with technology and quick to adapt to new tools and systems.
A bachelor’s degree in Hospitality, Business, or a related field is preferred.
Minimum typing speed of 55 words per minute is preferred.
Reliable transportation to commute to the Nashville area is required.

Additional Information:

Weekends: Required on a rotating basis (1-2 times per month).

On-call duty: Required on a rotating basis (2-3 times per week).

Why Join Us?

At UrbanNashville Vacation Rentals, you will be part of a dynamic and growing team committed to providing guests with exceptional experiences in the heart of Music City. If you are passionate about hospitality and eager to grow your career in a fast-paced and rewarding environment, we encourage you to apply.

Become a part of the UrbanNashville Vacation Rentals team and contribute to a dynamic company committed to providing outstanding guest experiences in the heart of Music City. Apply today and take the next step in advancing your hospitality career. We can’t wait to meet you!

Seniority level