Starting at $42k/year (depending on experience); paid training is included

The Guest Concierge role is responsible for performing quality control checks after each rental turnover that include ensuring the properties are clean, maintained, and are in line with the company's standards.

This role is well suited for someone who is well organized, has high attention to detail, and has a passion for working with multiple people and teams. The ideal candidate is customer service-oriented that excels in problem-solving. Great communication skills are needed as the Guest Concierge works directly with multiple different teams and individuals.

MyTripify will work directly with the Guest Concierge both during and after training to ensure they are setup for success. Feedback will be given on how to handle daily tasks and document procedures.

Responsibilities:

Responsibilities will vary depending on skill set and will increase along with pay as experience is gained.

Quality Control (60%)

• Inspect properties after every clean/turnover to ensure MyTripify branded experience and quality standards are met
• Document damaged items and communicate with appropriate resources
• Inventory supplies and submit orders for restocking/replacement
• Coordinate all communication with cleaners, handymen, and other service providers to ensure properties are guest-ready for check-in
• Schedule and oversee routine and emergency maintenance on properties
• Basic guest concierge tasks include but not limited to minor plumbing, electrical, handyman aka fixing things
• Fill in gaps when needed for cleaning, maintenance, and guest issues
• Audit and update Airbnb/VRBO listings for correct amenities, policies, and copy
• Analyze and interpret data to improve processes and enhance the guest experience

Customer Support (20%)

• Become a subject matter expert on MyTripify technology, policies, and best practices and communicate that with all guests
• Model enthusiastic and personalized customer service to MyTripify guests and residents pre-booking, before check-in, during their stay, and post checkout
• Coordinate with our field teams to resolve issues and provide ongoing updates to guests
• Monitor customer reviews, post guest reviews, and identify trends
• Proactively recognize and solve issues before becoming problems

Onboarding (20%)

• Filling out the templated supplies budget, order, account for and set up supplies in the property
• Create and print guide book and other signage
• Setting up utility accounts for all properties
• Coordinate vendors (photographer, cleaning/lawn care, etc.)

Qualifications:

• Superb communication, attention to detail, and organization skills
• 2 year of property management experience
• 1-3 years experience in the customer service industry
• 1-3 years experience in the hospitality/property management industry - including direct experience working with hotel guests, Airbnb travelers, tenants, etc.
• 1 year experience managing others
• Proficient in Google suite and other softwares including (GMail, Google Docs, Google Sheets, & Asana)
• Associates or Bachelor's degree a plus
• Ability to multi-task and meet deadlines
• Familiarity with OTAs (Airbnb & Vrbo), Channel Managers, and PMS strongly preferred
• Ability to see the big picture and execute day-to-day tasks while keeping a pulse on what is happening in the industry, digital space, and beyond
• This role requires having a smartphone and a vehicle. Must be available to handle emergencies when guests are staying, including weekends.
• We DO NOT provide health insurance or retirement

Job Type: Full-time

Pay: From $42,000.00 per hour

Experience:

• Property management: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Charlotte, NC (Required)

Work Location: In person