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A hospitality property is looking for a customer service agent. Knowledge of how to use owner's side of airbnb, vrbo, booking.com and expedia websites is a plus, but not required. 3 days of work from home (sun, tues, wed) and 1 day working onsite (Mon). Average 3-5 hours a day of work. Not a short term position - we would like to find someone for long term.
Compensation is $1800/mo oct-march and $2200/mo april-sept. The difference is due to the workload being more in the summertime.
Training is 3 days a week 1-2 hours a day at around 8-9pm for 1-2 months at $16/hr. Salary begins after successful training.
During the employment period, the Employee shall have the responsibility to perform the following duties:
1. Be logged into Google voice app from 9am to 9pm each Sun, Tue, Wed and attempt to answer all incoming calls and texts (approx 10-20 calls a day). Return calls within 15 min or less if missed (must not miss more than 10-15 % of the total volume of calls that day).
2. Provide answers to guest’s questions in accordance with property information (provided).
3. Based on guest’s feedback, notify housekeepers of cleaning tasks and maintenance personnel of needed maintenance as soon as possible by logging tasks into “notes”
4. Notify employer about urgent issues (=same day and next day cancellations, date changes, lockouts, etc) as soon as you learn of them
5. Be part of the group chat on Tue, Wed, Sun. You can keep group chat notifications silent. Attempt to provide early check in to those guests who request it if units are ready according to group chat messages.
6. On Sun, Tue, Wed: check and respond to Airbnb messages twice a day: at around 12pm and again at 6-7 pm. Check messages on all other channels and do computer work once a day at 6- 7 pm.
7. Read and answer Airbnb and VRBO reviews once a week, log all negative comments.
8. During the onsite day conduct quality checks of housekeeping. Log all issues found. Work with eachhousekeeper on quality issues found. Bring and stock shipments received, evaluate inventory and purchase what is getting low. Conduct property checks for damage/worn out items, etc.
9. Identify deep cleaning tasks and areas of improvement during quality checks and add those to housekeeper’s shifts. Add routine extra cleaning tasks to shifts such as cleaning and organizing common areas with equal time intervals.
10. Train new hires, quality check their work until confident of quality and consistency. Employer will be on answering customer calls duty during training hours.
11. Assign housekeeping shifts based on report that is emailed daily
12. Accept shipments of supplies, deliver them to property, stock in laundry room.
13. Fill in for a housekeeper if there is a last-minute call out and other housekeepers are not available. Employer will be on answering customer calls duty during such time and if you do housekeeping for 4+ hours Employer will do the computer work that day.
14. Employee will send an email to Employer at the end of the day (Sun, Tue, Wed) with any issues that required authorization/help of the Employer or if no such issues - Employee will send “nothing to report” email.
15. If guest requires on-site assistance Employer may contact Employee between 9am and 9pm each day and ask to come on-site and assist guest for an additional pay of $20/site visit. Employee may deny and be unavailable.
Job Type: Part-time
Pay: $1,800.00 - $2,200.00 per month
Benefits:
Work setting:
Application Question(s):
Work Location: Hybrid remote in Sequim, WA 98382