Guest Reservations Specialist - Short Term Rentals/Airbnb Property Manager

We are seeking a detail-oriented Guest Services Coordinator to manage our end-to-end reservation process and provide high-level support to our guests. You will be the primary point of contact for bookings, ensuring a seamless experience from the initial inquiry to check-in.

Key Responsibilities

1. Reservation & Booking Management

Channel Management: Accurately record and manage reservations across phone, email, direct bookings, and OTAs (Online Travel Agencies).

Resource Allocation: Maintain schedules for resource utilization to ensure all bookings are accommodated without conflict.

Documentation: Maintain precise records of communications, quotes, and client data within our CRM and booking software for accounting and reporting.

Sales Support: Prepare quotes, follow up on warm leads, and track client communications to support revenue goals.

2. Guest & Client Communication

Inquiry Management: Professionally handle inbound inquiries regarding availability and booking details.

Pre-Arrival Coordination: Send confirmation details and essential pre-arrival instructions.

Guest Liaison: Serve as the primary contact post-booking to manage special requests (e.g., early check-ins) and ensure a smooth arrival experience.

3. Financial & Administrative Duties

Payment Coordination: Process guest payments via secured platforms, generate invoices, issue receipts, and follow up on outstanding balances.

Compliance: Ensure all booking procedures align with internal company policies and standards.

4. Problem Resolution & Quality Control

Proactive Problem Solving: Review upcoming reservations to identify potential issues (e.g., tight changeovers) and resolve them before the guest arrives.

Conflict Resolution: Efficiently manage cancellations, overbookings, or disputes with a professional, patient, and solution-oriented mindset.

Cross-Departmental Collaboration: Coordinate with housekeeping, maintenance, and accounting teams to fulfill guest requirements.

Qualifications & Requirements

Communication: Exceptional verbal and written skills with a mastery of British English terminology.

Technical Proficiency: Experience with booking/reservation software and CRM systems.

Attention to Detail: Absolute precision in data management and documentation.

Process-Driven: Ability to follow Standard Operating Procedures (SOPs) rigorously to ensure consistency.

Availability: We are looking for a freelancer who can be available on a rotational basis to support business needs across different time zones/days.

Upwork Compliance Note

Payment: All payments for this contract will be handled exclusively through Upwork.

Communication: All pre-contract interviews and correspondence must take place via the Upwork Messages tool.

How to Apply

If you are a proactive professional with a "money-oriented" mindset for revenue protection and a passion for hospitality, please submit your proposal. Please highlight your experience with reservation software and your proficiency with British English standards.