Guest Reservations Specialist - Short Term Rentals/Airbnb Property Manager
We are seeking a detail-oriented Guest Services Coordinator to manage our end-to-end reservation process and provide high-level support to our guests. You will be the primary point of contact for bookings, ensuring a seamless experience from the initial inquiry to check-in. Key Responsibilities 1. Reservation & Booking Management Channel Management: Accurately record and manage reservations across phone, email, direct bookings, and OTAs (Online Travel Agencies). Resource Allocation: Maintain schedules for resource utilization to ensure all bookings are accommodated without conflict. Documentation: Maintain precise records of communications, quotes, and client data within our CRM and booking software for accounting and reporting. Sales Support: Prepare quotes, follow up on warm leads, and track client communications to support revenue goals. 2. Guest & Client Communication Inquiry Management: Professionally handle inbound inquiries regarding availability and booking details. Pre-Arrival Coordination: Send confirmation details and essential pre-arrival instructions. Guest Liaison: Serve as the primary contact post-booking to manage special requests (e.g., early check-ins) and ensure a smooth arrival experience. 3. Financial & Administrative Duties Payment Coordination: Process guest payments via secured platforms, generate invoices, issue receipts, and follow up on outstanding balances. Compliance: Ensure all booking procedures align with internal company policies and standards. 4. Problem Resolution & Quality Control Proactive Problem Solving: Review upcoming reservations to identify potential issues (e.g., tight changeovers) and resolve them before the guest arrives. Conflict Resolution: Efficiently manage cancellations, overbookings, or disputes with a professional, patient, and solution-oriented mindset. Cross-Departmental Collaboration: Coordinate with housekeeping, maintenance, and accounting teams to fulfill guest requirements. Qualifications & Requirements Communication: Exceptional verbal and written skills with a mastery of British English terminology. Technical Proficiency: Experience with booking/reservation software and CRM systems. Attention to Detail: Absolute precision in data management and documentation. Process-Driven: Ability to follow Standard Operating Procedures (SOPs) rigorously to ensure consistency. Availability: We are looking for a freelancer who can be available on a rotational basis to support business needs across different time zones/days. Upwork Compliance Note Payment: All payments for this contract will be handled exclusively through Upwork. Communication: All pre-contract interviews and correspondence must take place via the Upwork Messages tool.
How to Apply
If you are a proactive professional with a "money-oriented" mindset for revenue protection and a passion for hospitality, please submit your proposal. Please highlight your experience with reservation software and your proficiency with British English standards.