Guest Support Specialist

Job Title: Guest Support Specialist

Location: Remote/Flexible

About the Company:
At Coho Stays, we specialize in crafting exceptional guest experiences and delivering exceptional value to property owners. As a family-owned and operated short-term rental management company, we manage a growing portfolio of properties across desirable locations. Our focus is on providing personalized service, ensuring every guest has an unforgettable stay while maximizing returns for our clients. We embrace innovation and technology to deliver seamless management and hospitality solutions. Join us in reshaping the future of vacation rentals with a passionate, dedicated team.

Job Overview:
We are seeking a highly organized and detail-oriented Short-Term Rental Administrator to manage guest communication and ensure smooth operations for our rental properties. The ideal candidate will be tech-savvy, have strong customer service skills, and be capable of handling various administrative duties using digital tools to maintain our high standards.

Responsibilities:
Guest communication: Serve as the primary point of contact for guests, promptly responding to inquiries, booking requests, and concerns via email, messaging platforms, and phone.
Answer questions from current, incoming, and inquiring guests using our property management (Hospitable)
Ensure all guests have received their access codes prior to arriving at the property and/or anything necessary prior to their arrival
Respond to guests requiring assistance gaining access to the property
Give recommendations of places to eat and things to do that are relevant to the guest using our canned responses
Coordination with Cleaning and Maintenance Teams: Schedule cleanings and maintenance tasks to ensure properties are always guest-ready. Communicate effectively with vendors to ensure timely completion. Manage the cleaning and supplies.
Review cleaning schedule on a daily and weekly basis
Verify cleaners arrive by 12:30pm EST
Review photos from cleaners to ensure property is complete
Manage supplies and reorder when needed
Property Listings: Assist in keeping property listings up-to-date across platforms, including updating descriptions, photos, and pricing.
Guest Experience: Provide personalized recommendations, answer questions about the property or local area, and ensure guest satisfaction from check-in to check-out.
Booking Management: Oversee reservation calendars, update bookings, and handle modifications as needed.
Issue Resolution: Address and resolve any issues that arise during a guest’s stay in a timely and professional manner including but not limited to: reservation alterations, refunds, missing payments, pet or additional fees, etc.
Administrative Duties: Track bookings, payments, and maintenance schedules; document and report any property issues.
Review property camera recordings for property health and guest compliance.
Order routine supplies to replenish property amenities.
Process all vendor payments
Prepare weekly expense reports
Preparing monthly owner reports
Ad-hoc projects which may involve process improvement, tool and asset creation, listing optimization

Results:
Maintain a review rating of 4.8 or higher (8 or higher on Booking.com)
Maintain 100% response rate of 15 min or less to all inquiries

Requirements:
Prior experience in guest support with Airbnb
Very strong written and spoken English language
Extreme attention to detail
Outstanding customer service
Excellent typing including speed and accuracy
Proactive problem-solver with a positive attitude. Ability to problem solve, multitask and manage time efficiently in a fast-paced environment.
Detail-oriented with excellent organizational skills.
Read critically
Ability to work with multiple technology platforms like Google Drive, Monday.com, Trello, Google Docs, Google Sheets, WhatsApp
Tech-savvy with experience using tools like Google Sheets, Trello, Slack, and property management software (Airbnb, VRBO, Hospitable.).
Previous experience in customer service or hospitality is preferred.
Geographic region: South America: Brazil or Columbia or other
Spoken languages: Portuguese, Spanish and English
Work Schedule: Monday through Saturday, 9am-5pm US Eastern Time Zone
Schedule flexibility and willingness to trade shifts with other employees, as needed

Compensation:
Monthly pay from $825 to $1,240 USD

Why Join Us?:
Flexible work environment.
Be part of a growing company in the vacation rental industry.
Opportunities for growth and development.
If you’re passionate about hospitality, love helping people, and have a knack for using digital tools to keep things running smoothly, we’d love to have you on our team!

Location: Remote - Argentina, Bolivia, Brazil, Chile, Colombia, Ecuador, Guyana, Paraguay, Peru, Suriname, Uruguay, Venezuela

Skills required for this job:

• Airbnb
• Customer service
• Guest care
• Hospitality
• Property Management Software
• Slack
• Trello