Guest Support Representative for Xenia Living | Remote SA -US Hours (R15 000 p/m)

The Guest Experience Rep is a key member of our team, responsible for ensuring exceptional guest experiences through efficient communication and support. This role involves managing various communication channels, coordinating with different departments, handling administrative tasks related to guest stays, and providing basic support to homeowners.

What You’ll Do

• Guest Support: Provide timely and professional messages and phone support to guests, and escalate issues to the appropriate department when necessary.
• Communication Management: Streamline communications to ensure they are directed to the proper departments for resolution; maintain organized and up-to-date records of all guest interactions and communications.
• Coordination: Collaborate with housekeeping, maintenance, and other departments to resolve guest issues promptly.
• Review Monitoring: Monitor and respond to guest reviews on various platforms, independently address any negative feedback, and work with managers to implement improvements based on guest suggestions.
• Administrative Support: Assist in the preparation and distribution of guest welcome packets and informational materials. Manage and update guest information in our property management system.
• Claims and Invoicing: File Airbnb AirCover and other insurance claims as needed; create, send, and manage invoices and leases for guests; ensure accurate documentation and follow-up on financial transactions and agreements.
• Client/Property Onboarding: Assist in the onboarding of new clients and properties into the company’s system.
• Homeowner Support: Assist Property Management to provide support to homeowners, address their inquiries and concerns, facilitate communication between homeowners and relevant departments, and ensure homeowners are informed about policies, procedures, and any updates related to their properties.

What You’ll Need

• This is a fully remote position; you will need your own laptop, reliable high-speed internet, and a productive working environment.
• Excellent communication skills, both written and verbal.
• Strong organizational and multitasking abilities.
• Experience in customer service or hospitality industry preferred.
• Familiarity with property management systems and communication tools.
• Ability to handle sensitive information with discretion and professionalism.
• Problem-solving skills and a proactive attitude.

Additional Responsibilities

• Participate in team meetings and contribute to discussions on improving guest services and overall operations.
• Identify opportunities to enhance guest satisfaction and streamline communication processes.
• Stay updated on industry trends and best practices in guest services and communication.
• Assist with special projects and initiatives as assigned by management.

How To Apply:

We’re excited to hear from you! To apply for the position, please follow these steps:

• Create a Video: Record a video (maximum of 5 minutes) answering the following questions:
• How would you handle a guest who is frustrated or angry about an issue with their stay?
• Can you provide an example of a time you resolved a difficult customer situation effectively?
• What does great guest service mean to you?

Upload Your Video and Resume: Create a folder in Google Drive or Dropbox and upload both your video and your most updated resume. Ensure the folder is set to public so we can access the files.

Submit Your Application: Fill out the application form provided here. Be sure to include the link to your public folder in the form.

What We’re Looking for in the Video:

When filming your video, we are looking for someone enthusiastic and engaged. We want to see your passion for providing exceptional guest service, your ability to stay calm under pressure, and your dedication to problem-solving. Show us your positive energy and enthusiasm for the role!