This is a remote position.
ABOUT ACCESS OFFSHORING:
We specialise in providing Australian businesses with experience and qualified professionals based in the Philippines. Not only does our team of recruiters have extensive experience in sourcing and recruiting offshore talent, we also help Australian businesses implement best practice when it comes to building an offshore team.
ABOUT THE CLIENT:
Our client provides unique, off-grid, accommodation escapes. We are dedicated to helping guests disconnect from the digital world and reconnecting with nature. We’re looking for a detail-oriented reservation Assistant to join us remotely, who has strong care and attention to detail, processing reservation data on the back end of our booking systems and software.
JOB SUMMARY:
We are seeking a highly organised and detail-oriented Remote Reservation Assistant to manage bookings and deliver an exceptional guest experience. This role is responsible for processing reservations across multiple platforms, managing gift vouchers, and coordinating housekeeping schedules.
KEY RESPONSIBILITIES:
Booking/Reservations:
Process all guest bookings, including manual and online reservations.
Manage and redeem gift vouchers, assist guests with lost voucher recovery.
Cross-check bookings to ensure syncing with Property Management System (Booking platform software) RMS, RoomStay and Siteminder.
Ensure all bookings are accurately recorded and updated across systems.
Transfer of voucher codes between systems and platforms.
Organise and update housecleaning schedules and requirements lists.
Rate parity checks across different trade and booking platforms.
Guest Communication:
Check that guests receive the automated pre-stay communications on a daily basis, offering additional services and value-add options (e.g., firewood, add-on experiences).
Respond to general enquiries via email or social platforms.
Update bookings with pre stay add ons, processing payments and recording booking changes
Ensure guests receive check-in instructions on a daily basis.
Use of a live chat feature.
Use of an SMS module to communicate with guests.
Guest reputation communication, responding to Google, Trip advisor reviews and engaging with guests to encourage reviews. Utilising of guest review software.
Thorough knowledge of FAQ’s.
Updating of maintenance list based on guest feedback and reviews into a centralised database.
Social media communication via Meta Business Suite.
RMS (Booking platform software) Management/OTA:
Learn RMS all other associated booking platforms and OTA’s, updating rate plans, and making changes as needed.
Export data such as reservation emails from RMS for use in other systems.
OTA processing and updating of bookings in respective portals.
Weekend Availability:
Be available for up to 4 hours on weekends to process bookings and ensure all reporting metrics are accurate and lodged for end-of-week accounting (By EOD Sunday).
Experience in booking management or reservations preferred
Familiarity with RMS and SiteMinder, or willingness to learn as this system underpins our booking software.
Extremely punctual with timings, as guest experience is a key focus for our client.
Strong organisational skills and attention to detail, this position requires strong focus as there are a lot of manual components.
Availability during specified Adelaide working hours, with weekend flexibility.
Reliable internet and computer, with a webcam and microphone for weekly webcam meetings
Team Global Express
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Access Offshoring
Access Offshoring
Access Offshoring