A Guest Experience Specialist is responsible for crafting and executing well appointed and memorable leisure experience for all guests and property owners. This job begins from the moment a guest books a stay until they are checked out, and involves the seamless delivery of services to anticipate and care for guest needs and desires.
Pre-arrival/pre-check-in communication to ensure guests have the necessary information about the property and their stay at the property prior to their arrival.
On-selling concierge services provided by Remixto or suppliers via Remixto.
Collect outstanding reservation payments made by guests to property owners
Coordinate guest arrival check-in times and on-sell pre-arrival guest services
Coordinate with property managers and housekeeping staff to ensure the property is clean and operationally ready
Prepare properties with appropriate guest materials and supplies in advance of guest check in
Manage the comfort and well-being of guests during tenancy
Meet and greet guests and introduce them to the property
Execute guest tenancy contracts and paperwork on behalf of property owners
Issue property keys to guests
Provide contact details and perform duties necessary to manage guest requests and/or complaints
Coordinate with housekeeping and property managers to manage issues pertaining to on-going operational readiness of the property, when required
Perform concierge duties, providing guests with access to all guest services and on-selling additional services (see Guest Services Sales below)
Checkout is the final opportunity to imprint upon guests the outstanding level of experience offered by the Company. Guest Experience Specialists will be responsible for ensuring this final impression is a positive one.
Follow up with guests to receive feedback and address any outstanding issues pertaining to the property and services provided to the guest
Perform a survey of the house to check for any major issues with the property
Identify, document, and report the nature of issues, including required deductions to damage deposits
Calculate the guest's final bill and collect outstanding payments owed by the guest
Perform closing of the property and return all appropriate materials to the office
Follow up with guests to encourage and receive feedback and reviews
Generate guest reviews to be published on the listing agent sites
Guest Services Sales
A number of standardized guest offerings are in development, including in-house dining, mini bar service, tour packages, airport pickup services, etc. The Guest Experience Specialist will serve as primary salesperson to promote and on-sell these services to guests.
Reservation sales and support
Book reservations for vacation rentals via phone, email and in-person visits; confirm online bookings with guests
Provide support for upcoming guests via phone or email correspondence and sell add-on services to the reservation (e.g., tours, pre-arrival shopping, massages, etc.)
Maintain thorough knowledge of room rates, packages and discounts that may be available to incentivize the sale
Follow up with any guest-related questions or issues to ensure guest satisfaction
Process reservations, modifications and cancellations, including sending reservation and confirmation letters, running credit card charges, as well as maintaining communications with guests prior to arrival that may be used to up sell additional services
Process and monitor advance deposit requirements
Guest profiles and review management
Obtain information about areas of interest in order to target more clients in particular seasons
Solicit and execute guest reviews on booking agent sites to meet company KPIs for review metrics
As part of daily duties, Specialists may be asked to lead or assist with the development of procedures, business development, sales and marketing functions.