Description

SUMMARY: 

The Vacation Rental Guest Relations Specialist is responsible for providing customer service to homeowners and guests, manage guest reservations, update information in rental management software, manage check-in process, create work orders, etc.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.

• Provide exceptional customer service to homeowners and guests, responding quickly and courteously to inquiries and requests. 
• Provide timely responses to all inquiries via phone and email.
• Assist with managing guest reservations or looking up reservation details. Discuss reservation problems, cancellations, scheduling issues internally and with guests and homeowners when needed. 
• Responsible for updating guest and service provider information in rental management software (i.e. recording contact information, details of communication, and appropriate notations on guest’s property needs).
• Managing tenant check-in and check-outs including but not limited to responding to guest inquiries prior to arrival and after their departure. 
• Be aware of all weekly check-in and check-outs greeting guests upon arrival and departure in the office if needed. 
• Creating necessary work orders within the property management system. 

· Knowledgeable in all rental department systems, policies, and procedures

· Perform everyday customer service duties and responsibilities as required and directed.

· Perform service department support as required and directed.

· Assist management in all tasks, functions, and seasonal projects as necessary.

· Meet and attend all mandatory company and departmental meetings.

· Adhere to work schedule provided by manager.

· Adhere to all company policies and procedures.

· Performs other duties as assigned.

Requirements

QUALIFICATION REQUIREMENTS:

• Must have a high school diploma or equivalent
• Demonstrated ability to build credible relationships with employees, vendors, and consumers

· Excellent interpersonal communication and customer service skills

· Ability to multi-task

· Ability to maintain professionalism and timely communications at all times with rental homeowners, tenants, employees, and vendors/contractors

· Demonstrated organizational skills and attention to detail

· The ability to quickly learn our property management software is required.

· This position will require you to work some weekends during the peak season in the summer.

· • General knowledge of towns, neighborhoods, and tourist attractions on Cape Cod 

· Prior experience in the vacation rental or hospitality industry is preferred