Guest Communications Associate (OE02192026)

About Us 

Buddle was founded to address the growing demand for reliable and efficient staffing solutions across diverse industries globally. Our mission is to seamlessly connect businesses with skilled professionals, fostering long-term partnerships that benefit both parties. At Buddle, we prioritise trust, value, and sustainability in every staffing solution we provide.

About the Role

As the Guest Communications Associate, you will serve as the cornerstone of the guest communication, ensuring seamless stays at the client’s short-term holiday rentals. You'll wear multiple hats, managing enquiries, vetting guests, reporting maintenance requests. If you are committed to delivering top-notch customer service at every touchpoint, and are dedicated to building positive relationships with guests, property managers, and stakeholders that will drive positive reviews and repeat business, we'd love to meet you!

Key Responsibilities

Guest Communications:

• Respond promptly and professionally to guest inquiries across multiple booking platforms (Airbnb, Booking.com, VRBO, Company Website).

• Vet potential guests to ensure they meet our booking criteria and review guest profiles and bookings for any potential red flags.
• Proactively communicate with guests throughout their booking journey, providing clear instructions, local recommendations, and addressing any concerns.
• Complete accurate and insightful guest reviews on booking platforms and collect guest feedback to enhance the overall guest experience. forwarding or assigning emails to relevant team members.
• Manage the company email inbox, responding to inquiries and forwarding or assigning emails to relevant team members.
• Answer, log, and action guest phone calls, offering helpful solutions and escalating issues as needed.

Operations and Maintenance:

• Address guest maintenance requests promptly and efficiently by liaising with property managers and logging them into the Maintenance portal for swift resolution.
• Utilise Homehero software to manage guest bookings, communications, up-to-date property information, and tasks.
• Maintain and update property information and documentation in Google Drive.
  
  

Maintaining Excellence:

• Identify areas for enhancement in the guest experience and implement solutions to improve service.
• Adhere diligently to company policies and procedures, maintaining high standards of professionalism and service.
• Collaborate effectively with the team to ensure seamless guest experiences across all touchpoints.
  
  

Other Responsibilities

• Complete other tasks assigned by the team as needed.
• Stay up-to-date on industry trends and best practices in short-term rentals.
• Foster a positive and collaborative team environment.

About You

• Excellent written and verbal communication skills, with a proven track record in customer service or hospitality.
• Strong organisational and time management abilities with meticulous attention to detail.
• Ability to thrive in a fast-paced environment, multitasking, prioritizing tasks, and meeting deadlines effectively.
• Proficiency in various booking platforms, property management software, and communication tools such as Homhero, Google Drive, Gmail, Airbnb, Booking.com, and VRBO preferred.
• Positive and enthusiastic attitude, coupled with a solution-oriented approach and a passion for exceeding guest expectations.
• Ability to work both independently and collaboratively as part of a team.
  
  

Finer Details

Schedule: TBD
Start Date: TBD