Bookings, Guest and Sales Support (EPG10122024)

About the Role

As a Booking, Sales & Guest Support specialist, you'll play a pivotal role in ensuring exceptional guest experiences across our client's short-term and long-term property management operations. Your core responsibilities will include managing guest communications, coordinating bookings, and supporting day-to-day operations for the 15-room motel and 150 studio units. This dynamic role requires strong customer service, excellent communication, and an ability to handle multiple priorities with ease. If you are passionate about providing outstanding guest experiences and thrive in a fast-paced environment, we’d love to meet you!

Key Responsibilities

• Guest Communication & Support: Serve as the first point of contact for all incoming calls, emails, and messages related to bookings and property information, ensuring timely and accurate responses.
• Booking & Reservation Management: Manage daily booking inquiries and reservations, ensuring accuracy across all platforms (including Booking.com), and handling payment transactions in compliance with company policies.
• Guest Experience Coordination: Provide a seamless check-in process for guests, offering assistance and ensuring that all necessary information is provided.
• Stakeholder Coordination: Act as a liaison between landlords, tradespeople, cleaners, and guests to ensure smooth communication and coordination of maintenance tasks and guest needs.
• Review Management: Handle guest reviews and feedback on booking platforms like Booking.com, ensuring that guest concerns are addressed and satisfaction is maintained.
• Maintenance & Operations: Create protocols for cleaning schedules and maintenance tasks, and ensure reminders and systems are in place for day-to-day operations.
• Pricing & Availability Management: Manage pricing during peak and off-peak periods to maximize bookings, applying discount offers and managing special deals during holidays.
• Reporting: Provide weekly reports on payroll, contractor invoices, and other administrative tasks as required.
• Social Media Management: Update and maintain social media pages and websites to increase brand awareness and promote available properties.

Other Responsibilities

• Make necessary process suggestions and improvements which can help the team.
• Contributes to team effort by accomplishing related results as needed.
• Perform other related tasks and duties that may be assigned by the client later on.
  
  

About You

• Clear and Effective Communication: You excel in both written and verbal communication, ensuring prompt and clear responses to guests and team members.
• Experience: At least 5 years of experience in guest relations, property management, or similar roles in the hospitality or customer service industry.
• STR & Booking Platforms Experience: Experience managing short-term rental properties, with solid knowledge of platforms such as Booking.com.
• Empathy & Emotional Intelligence: You are naturally empathetic, with a high level of emotional intelligence, ensuring a positive and supportive experience for guests.
• Adaptable & Flexible: You are comfortable with shifting schedules and changing priorities, especially in a fast-paced, customer-focused environment.
• Problem Solving: Excellent problem-solving skills and the ability to stay calm and focused during high-pressure situations.
• Tech-Savvy: Comfortable using technology and booking systems, with a quick ability to adapt to new tools and platforms.
• Attention to Detail: You have a keen eye for detail, ensuring that all guest interactions and internal processes are carefully managed.
• Social Media Skills: Experience with social media marketing is a plus.
  
  

Buddle Benefits Included:

Health insurance

KPI incentive and bonus program

Fortnightly virtual happy hour 

Annual group offsite activities

Finer Details:

Schedule: 6am - 3pm (PH time), Tuesdays - Saturdays
(9am - 6pm AEDT - Australian Eastern Daylight Time / 40 hours a week)

Start Date:  TBA