Upstay is Looking For Pre-Arrival Representative (with hotel reservations experience) at Remote Full Time

Job Summary:

We are currently seeking a motivated and experienced individual to join our team as a Pre-Arrival Experience Representative. In this role, you will provide exceptional service to our guests prior to their arrival. If you have a background in the short-term rental or hotel industry, strong leadership skills, and a passion for creating outstanding guest experiences, we would love to hear from you.

Responsibilities:

• Manage the guest journey from the prospecting stage to the arrival stage, ensuring a seamless and exceptional arrival experience.
• Assist in creating and maintaining a comprehensive upsell and cross-sell program to maximize revenue opportunities.
• Manage the deposit and payment process for all reservations, ensuring accuracy and timely processing.
• Provide support to the operations teams to maintain a positive guest experience throughout their stay.
• Respond to messages from current and prospective guests, building strong personal rapport and resolving any guest issues.
• Communicate property updates and verify customer information in relevant systems.
• Address major issues that cannot be resolved by customer service agents, finding effective solutions to ensure guest satisfaction.
• Send quotes to returning guests, complete transfers, and issue refunds as necessary.

Job Requirements:

• 2+ years of experience in the short-term rental or hotel industry, with a background in the hotel reservation department.
• Bachelor’s degree or equivalent education in the hospitality industry.
• Solid computer skills, including experience with G Suite and cloud computing programs.
• Proven experience with CRM systems and property management systems (PMS).

Soft Skills:

• Strong interpersonal and communication skills, both oral and written.
• Excellent written and verbal communication skills.
• Grounded in ethical business practices.
• Ability to set and exceed aggressive individual and organizational goals.
• Self-motivated and self-sufficient, while also willing to seek guidance and direction as needed.
• Thrive in a fast-paced and ever-changing environment while positively representing the company.
• Passion for supporting customers and creating an amazing customer-centric team.
• Ability to troubleshoot issues with computer systems and web-based applications.
• Flexibility to work shifts, weekends, and public holidays.

Join our team and play a key role in creating exceptional guest experiences throughout the pre-arrival stage. Apply now and help us deliver unforgettable stays to our valued guests!

Job Type: Full-time

Salary: $45,000.00 per year

Benefits:

• Dental care
• Paid time off
• Vision care

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Work Location: Remote