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.

• Key Responsibilities
• Booking Management: Handle all reservations across various channels; manage schedules, resource availability, and inventory with high accuracy.
• Administration & Sales Support: Maintain detailed records in the CRM, prepare quotes for the sales team, and follow up on leads.
• Guest Communication: Act as the primary point of contact for inquiries, confirmations, and pre-arrival requests to ensure a smooth check-in.
• Financial Duties: Process payments, issue invoices, and manage outstanding balances via secure platforms.
• Problem Solving: Proactively identify booking conflicts, resolve guest complaints professionally, and coordinate with housekeeping/maintenance.
• Revenue Protection: Monitor booking rates and procedures to safeguard company revenue.
• Requirements & Skills
• Communication: Professional and clear verbal/written skills (British English focus).
• Detail-Oriented: Exceptional accuracy in data entry and documentation.
• Organised & Process-Driven: Ability to multitask in fast-paced environments while strictly following SOPs.
• Collaborative: A proactive team player who supports colleagues across all departments.
• Flexible: Available for rotational shifts to meet business needs.