Introduction to blithequark and the Hospitality Industry
blithequark is a leading player in the hospitality industry, dedicated to providing exceptional customer experiences and unparalleled service to its guests. As a remote work from home hospitality customer service representative, you will be an integral part of our team, ensuring that every guest interaction is met with professionalism, empathy, and a deep understanding of our properties and services. The hospitality industry is a dynamic and fast-paced environment that requires a unique blend of technical skills, customer service expertise, and attention to detail. At blithequark, we are committed to fostering a culture of excellence, innovation, and continuous learning, and we are seeking a talented and motivated individual to join our team.
Job Overview
We are seeking an experienced hospitality customer service representative to join our team on a part-time basis, working remotely from home. As a key member of our customer service team, you will be responsible for handling incoming calls and texts, responding to guest inquiries, and providing exceptional customer service to our valued guests. This is a long-term opportunity, and we are looking for someone who is committed to delivering outstanding results and building strong relationships with our guests and internal stakeholders.
Key Responsibilities
- Be logged into the Google voice app from 9am to 9pm each Wednesday, Thursday, and Saturday, and attempt to answer all incoming calls and texts (approximately 10-20 calls per day)
- Return calls within 15 minutes or less if missed, ensuring that no more than 10-15% of the total volume of calls are missed
- Provide accurate and helpful answers to guest questions in accordance with property information
- Notify housekeepers of cleaning tasks and maintenance personnel of needed maintenance as soon as possible by logging tasks into the "notes" system
- Notify the employer about urgent issues, such as same-day and next-day cancellations, date changes, lockouts, and other critical matters, as soon as possible
- Participate in the group chat on Wednesday, Thursday, and Saturday, providing early check-in to guests who request it, if units are ready according to group chat messages
- Check and respond to Airbnb messages twice a day, at around 12pm and again at 6-7 pm, and check messages on all other channels and perform computer work once a day at 6-7 pm
- Read and answer Airbnb and VRBO reviews once a week, logging all negative comments
- Assign housekeeping shifts based on the daily report emailed to you
- Send an email to the employer at the end of each working day, detailing any issues that required authorization or assistance, or confirming that there are no issues to report
Essential Qualifications
To be successful in this role, you will need to have:
- Experience in hospitality customer service, with a proven track record of delivering exceptional customer experiences
- Knowledge of how to use the host side of Airbnb, VRBO, Booking.com, and Expedia websites, with a minimum of 2 years of experience as a host on all these platforms
- Familiarity with the Beds24 software, with a minimum of 1 year of experience using the platform
- Excellent communication and interpersonal skills, with the ability to work effectively in a remote environment
- Strong technical skills, including proficiency in Google Voice, Airbnb, VRBO, Booking.com, and Expedia
- Ability to work independently, with minimal supervision, and to prioritize tasks effectively
Preferred Qualifications
While not essential, the following qualifications are highly desirable:
- Previous experience working in a remote or virtual environment
- Knowledge of other property management software or systems
- Experience with review management and reputation management
- Fluency in multiple languages
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Excellent customer service skills, with a strong focus on delivering exceptional guest experiences
- Strong communication and interpersonal skills, with the ability to work effectively with guests, housekeepers, maintenance personnel, and other stakeholders
- Technical skills, including proficiency in Google Voice, Airbnb, VRBO, Booking.com, and Expedia
- Ability to work independently, with minimal supervision, and to prioritize tasks effectively
- Strong problem-solving and analytical skills, with the ability to resolve issues efficiently and effectively
- Attention to detail, with a focus on accuracy and quality in all aspects of the role
Career Growth Opportunities and Learning Benefits
At blithequark, we are committed to the growth and development of our team members. As a part-time hospitality customer service representative, you will have access to ongoing training and development opportunities, including:
- Comprehensive training on our systems and processes
- Ongoing coaching and feedback to support your growth and development
- Opportunities to take on additional responsibilities and contribute to special projects
- Access to industry-leading training and development programs
Work Environment and Company Culture
At blithequark, we pride ourselves on our positive and supportive work environment. As a remote worker, you will be part of a virtual team that is committed to delivering exceptional results and building strong relationships with our guests and internal stakeholders. Our company culture is built on the following values:
- A commitment to excellence in all aspects of our business
- A focus on delivering exceptional customer experiences
- A culture of innovation and continuous learning
- A supportive and collaborative work environment
Compensation, Perks, and Benefits
We offer a competitive compensation package, including:
- A monthly salary of $1,250 (October to March) and $1,350 (April to September)
- Flexible scheduling, with the ability to work from home
- Ongoing training and development opportunities
- Access to industry-leading technology and systems
- A supportive and collaborative work environment
Conclusion
If you are a motivated and experienced hospitality customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a part-time hospitality customer service representative with blithequark, you will be part of a dynamic and fast-paced environment that is committed to delivering exceptional customer experiences. With a competitive compensation package, ongoing training and development opportunities, and a supportive and collaborative work environment, this is an opportunity not to be missed. Apply today to join our team and take the first step towards an exciting and rewarding career with blithequark!
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