Reservation and Listing Specialist
Reservation and Listing Specialist
Posted on :
06-08-2025
Employer Active
1 Vacancy
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Job Description
Role Overview:
The Customer Service Specialist will oversee all guest interactions for short term property units ensuring an exceptional customer experience from booking to check-out. This role involves addressing inquiries resolving issues and maintaining positive guest relations to enhance our reputation and ensure repeat business.
Reporting Line:
Reports to: Head of Operations Manager.
Works closely with: Marketing Housekeeping and Maintenance teams
Key Responsibilities:
1. Guest Communication:
Respond promptly to booking inquiries and reservation requests via phone email or
booking platforms.
Handle pre-arrival communications to confirm details and ensure a smooth check-in
experience.
Provide clear instructions for self-check-in procedures or coordinate meet-and-greets
when necessary.
2. Guest Support During Stay:
Address guest complaints or issues (e.g. maintenance amenities) swiftly and
professionally.
Coordinate with housekeeping and maintenance teams to resolve issues.
Offer personalized recommendations or support to enhance the guest experience.
3. Review and Feedback Management:
Monitor and respond to guest reviews on booking platforms.
Work closely with the reservation team to handle negative reviews by applying the
established playbook processes (e.g. reporting issues offering incentives).
Collect and analyze guest feedback to suggest improvements to management.
4. Booking and Reservation Management:
Update availability calendars and manage reservations to avoid double-bookings.
Support the marketing team in optimizing unit listings and pricing strategies.
5. Operational Coordination:
Liaise with housekeeping and operations teams to ensure units are prepared to the
highest standards.
Manage inventory inquiries and collaborate on stock-keeping including toiletries and
other amenities.
6. Problem-Solving and Crisis Management:
Handle emergencies including guest relocations (if necessary) in collaboration with the
operations team.
Assist in resolving any conflicts or disputes professionally and in accordance with
company policies.
Requirements
Qualifications:
Bachelor s degree in Hospitality Business or a related field preferred.
Previous experience in customer service hospitality or Airbnb/
management.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and the capacity to remain calm under pressure.
Proficiency in CRM software and booking platforms (e.g. Airbnb ).
Ability to multitask and prioritize in a fast-paced environment.
Skills and Attributes:
Customer-focused mindset with a commitment to delivering outstanding service.
Strong attention to detail and organizational skills.
Adaptable and resourceful in handling unexpected challenges.
Team player with the ability to collaborate across departments.
Employment Type
Full Time
Company Industry
Key Skills
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