Property Management Specialist

We are looking for a Property Management Specialist for one of our Clients. This position is pivotal in providing outstanding customer service, managing reservations efficiently, andsupporting back-office operations. The ideal candidate will excel in working independently, communicating effectively in a virtual setting, and ensuring a seamless experience for guests and internal teams.

Key Responsibilities:Guest Services:

● Serve as the primary contact for guests, delivering exceptional customer service● Answer in-house guest calls and assist with issues such as lockbox, wifi troubleshooting,directions to homes, etc.● Managing the main email inbox● Checking in with current guests to see how their stay is● Offering guests an extended stay to help fill calendar gaps● Managing and updating our Track PMS system

Guest Reservation Management:

● Communicate with potential guests in professional and friendly written communication via email,chat, and text● Respond to written guest inquiries via Airbnb, VRBO, or other OTA messaging platforms● Answer phones and manage the end-to-end reservation process, including converting guestinquiries to bookings and assisting guests in altering or canceling reservations● Converting inquiries into bookings by actively following up with leads

Back Office Support:

● Sharing correspondence and communications, when necessary, with the correct departments● Communicating guest check-in and check-out details with our cleaning department● Coordinating early check-ins and late check-out details with cleaning department● Communicating maintenance concerns● Updating and improving marketing channels (Airbnb listings, other OTAs + direct bookingwebsites)● Creating work orders that housekeeping or guests report issues● Monitoring PMS software to ensure everything is integrating properly● Assisting in pre-arrival guest experience opportunities● Data Entry

Guest Feedback Management:

● Airbnb review management● Writing and posting Airbnb reviews and responding to guest reviews within 24 hours● Documenting feedback from guest and sharing reviews in the correct channels

Foundational Requirements:

● Excellent written and verbal English skills for phone, text, and email communication● Previous experience in guest services, reservations, STR experience● Prior experience in various OTA platforms such as, Airbnb / VRBO / Booking.com● Strong organizational and multitasking abilities● Ability to work independently in a remote work environment● Attention to detail and commitment to providing exceptional service● Ability to show empathy, exhibit patience, and have a customer-centric mindset● Possess critical thinking and problem-solving skills● Proactive and confident, not afraid to speak up to provide feedback or suggest improvements● Ability to learn new software quickly and efficiently● Willingness to ask questions when unclear about a task or process

Owner Services:

● Field calls from property owners, delivering exceptional service and communication● Checking in with in-house owners to see how their stay is● Answer owner inquiries via phone and email, assisting with questions about bookings 'statements, home updates, or other property-related concerns● Manage the main owner email inbox and ensure timely responses● Provide regular updates on property performance, rental activity, and upcoming bookings● Manage and update our Track PMS system with owner preferences, property details, and maintenance updates.

Prior Experience of added interest:

● Track● Breezeway● Owner Acquisition | Cold Calling Outreach