Operations Specialist

Role Description

We are looking for an Operations Specialist for one of our Clients.

• Deliver excellent customer service by promptly addressing guest inquiries and concerns through various communication channels.
• Efficiently manage reservations, provide accurate pricing and policy information, and handle guest communications across multiple booking platforms.
• Resourcefully find property information and utilize maps and other tools to respond to location-specific inquiries.
• Utilize Streamline VRS property management software for reservations, guest communications, billing, property documentation, and listing updates.
• Collaborate with property owners to confirm availability and coordinate vendor support, deliveries, and projects, while effectively communicating with guests regarding any impact on their reservations.
• Maintain consistent and detailed communication within the Operations team to ensure seamless handover of tasks and responsibilities, promoting departmental success.
• Take ownership of individual tasks and projects while contributing to the team's ability to manage fast-paced daily operations and communications.
• Assist guests in selecting ideal properties by demonstrating in-depth knowledge of each property and location.
• Offer recommendations on local attractions and amenities, showcasing expertise about the area to enhance guest experiences.
• Maintain accurate records of reservations, payments, and guest information, ensuring compliance with agreements and regulations.
• Actively update departmental SOPs to reflect the most current procedures and policies across the company and its partners.

Qualifications

• Excellent written and verbal English communication skills (mandatory).
• Prior experience in reservations or administrative operations within the vacation rental or hotel industry.
• Exceptional customer service and interpersonal skills.
• Ability to work independently in a remote work environment.
• Strong attention to detail and commitment to providing exceptional service.
• Empathy, patience, and a customer-centric mindset.
• Critical thinking and problem-solving abilities.
• Proficiency in learning new software quickly and efficiently.

Requirements

• Experience in the vacation rental industry, particularly with platforms like VRBO and Airbnb.
• Familiarity with property management systems (PMS) in the rental or hotel industry (especially Streamline VRS, Breezeway, RueBaRue).

Technical Requirements

• Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port).
• i5 11th Gen or higher.
• Windows 11 / MacOS Catalina or higher.
• Minimum of 8 GB RAM.
• Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background).
• Back-ups in case of power or internet provider interruptions.
• Good headset and webcam (preferably noise-canceling headset).

Benefits

• Competitive Salary — We offer a competitive salary that reflects the candidate’s experience, skills, and responsibilities.
• Remote Work — This role is 100% remote, allowing flexibility and eliminating daily commute.
• Paid Time Off — Standard leave entitlements (vacation, sick leave, vacation leave) for rest and well-being.
• HMO Coverage — Company-provided HMO plan, offering access to medical services via accredited hospitals and clinics under a Health Maintenance Organization.