Company Overview:
Savvy VRM is a boutique property management agency operating in 10+ cities around the US. The founders started hosting on Airbnb in 2015 and have since carved out a niche for delivering exceptional guest experience in the vacation rental space, with $10m+ in real estate assets currently under management.
As a travel and hospitality brand, Savvy utilizes leading technology platforms to drive operational efficiencies within a hybrid work environment both on the ground and over the air. Our company success is a function of our commitment to these values: Service, Stewardship, and Sustainability.
Every day, we serve two audiences: owners (who supply our properties) and guests (who stay at our properties). This business model affords a unique opportunity to blend the customer-centric approach of hospitality with the financial fortitude of real estate. Throw in the start-up environment of a growing tech company and you’ve got one wild ride: spontaneous, gritty, and challenging while simultaneously being fun, flexible, impactful. In other words, you can expect a fast-paced, dynamic, and engaging day-to-day workflow.
As the company continues to evolve, we are actively seeking A players to join our collective effort in delivering Home Comfort, Hotel Quality™ to everyone we have the privilege of serving.
Position Summary
As a Guest Experience Supervisor at Savvy, you will operate in a dual role. Your first role will be serving as a key player on our Savvy Support team which ensures that all of our guests have a seamless vacation experience. Taking care of our guests, ensuring escalations are handled accordingly and promptly as well as a focus on providing a high level of service for a 5-star experience.
Your secondary role is to support our operations team in handling any time-sensitive matters with respect to property integrity including same-day purchases, contractor management, and various maintenance items.
This is primarily a remote role with the opportunity to transgress into a hybrid role depending on your location.
Responsibilities
- Assist with lodging reservations and requests at all Savvy property locations, including email quotes, phone sales, follow-up, chats, texts, and inquiries from travel and wholesale agents.
- Assessing guests' needs, problem-solving, booking new reservations, and troubleshooting.
- Demonstrating a passion for creating memorable vacations in exceptional mountain homes with phenomenal customer service.
- Focus on achieving sales targets for reservations, guest activities, and booking performance
- Performing administrative duties by accurately documenting all guest communications and any other administrative tasks as assigned by the management.
- Willingness and demonstrated flexibility to adjust as new systems are implemented.
- Communicate and coordinate compliance processes and materials including but not limited to submitted paperwork, filling out online forms, and paying respective governmental authorities.
- Must be able to commit to one 8-hour shift per day for communications coverage including select weekends and holidays (time off is provided upon request)
Qualifications
- Previous experience in the hospitality industry in a remote job.
- 2 or more years of customer service or sales work experience, or an equivalent combination of both.
- Computer literate with proficiency in various productivity tools such as Microsoft Office, Google Suite products, Slack, Asana, Trello, Notion, or other relevant applications.
- Excellent communication skills, both verbal and written.
- Self-motivated with the ability to work autonomously or with a team.
- Ability to work a flexible schedule, including weekends and holidays.
Job Type: Full-time
Pay: $17.00 - $20.00 per hour
Expected hours: 35 – 40 per week
Benefits:
- Employee discount
- Professional development assistance
- Referral program
Schedule:
- Day shift
- Holidays
- Morning shift
- Weekends as needed
Experience:
- Customer Service: 3 years (Required)
Work Location: Remote