Job ResponsibilitiesProvide exceptional support to guests throughout their stay, acting as the main point of contact, available via WhatsApp, email, and phone.Build relationships with guests over many years.Ensure an efficient and effective flow of communication with other departments and management.Demonstrate instant availability to respond promptly to all chats, calls, emails, company inquiries, and communication needs across all platforms throughout the day.Enter OTAs, direct bookings, and agent leads into our PMS and keep up-to-date records of all system updates.Address any queries from our guests and provide unique stays and experiences for them, ensuring that every qualified inquiry becomes a booking and an engaged customer.Track all OTA, direct, and agent leads, updating the PMS as needed.Coordinate with the administrative team the entire booking process, from the contract stage to payment and return of the deposit.Generate and send daily and weekly reports of owner bookings and obtain approvals from owners. Minimum RequirementsMinimum Studies: Bachelor's Degree or Higher Training Cycle in Hospitality and Tourism or similar.Experience: At least 2 years of experience as a receptionist or in a similar position.Specific training as a receptionist is an asset.Strong relationship-building skills and a keen interest in multiple topics.Languages: Fluent English and Spanish are essential; the ability to speak a third language is an asset (Dutch, German, or French are valuable).Understanding of Luxury Travel and Travelers.Positive and helpful attitude.Excellent and adaptable communication skills: able to alter style while remaining clear and concise.Multitasking at speed with analytical thinking while maintaining attention to detail and meeting deadlines.Warm and friendly character that is efficient, precise, and constantly demanding of excellence.Independent to manage their own agenda and meet schedules while following guidelines, procedures, and standards set by management.Entrepreneurial style: comfortable getting hands dirty and taking on a variety of tasks.Detail-oriented teamwork as the first contact with our guests, greeting them in a polite and well-spoken manner.Excellent typing skills.Knowledge of technology, experience with OTAs and other similar platforms.Impeccable work ethic and solid commitment.Strong organizational and time management skills, with the ability to multitask effectively and collaboratively.Strong sales and customer relationship-building skills.Strong understanding of the company, culture, and what it means to be a luxury rental provider and travel concierge.Exceptional written and verbal communication skills.Proficiency in the use of WhatsApp, email, and telephone communication tools, as well as PMS systems and data management.Familiarity with various platforms, such as Airbnb, VRBO, and booking.com.
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