Guest Communication Specialist - Nights/Weekends

Company Overview

Patriot Family Homes is a fully integrated short-term rental company proudly Veteran-owned and operated. We are currently headquartered in Chattanooga, TN, but also have many remote and travel roles, as well as field teams that include W-2 and 1099 team members who live in the markets our houses are located in across the Southeast, Midwest, Mid-Atlantic, and Southwest. We currently have 60 employees who manage a portfolio of ~550 short-term rentals.

Position Summary

This position requires a cool-headed problem-solver who can think on their feet to resolve customer concerns. Multi-tasking is their jam! They are comfortable working under pressure, proficient with technology, and thrive on change. The right candidate for this role will have a passion for hospitality, a customer-first mentality, a “can-do” attitude, and thrive in a teamwork setting.

This position will report to the Guest Services Manager.

While we are a 24-hour, 7 days a week company, this role is seeking someone flexible and openly available to work the evenings, nights until 11 PM Eastern, and weekends.

Responsibilities

What you'll do:

• Act as the first point of contact for our guests.
• Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, invoice, or other concerns.
• Convert inbound inquiries into reservations; answer guest questions and provide available property options that meet their needs.
• Work to screen reservations and potential guests within our guest parameters
• Help to remotely resolve guest issues or escalate to supervisors / other departments when necessary; assist with the creation of maintenance and housekeeping tickets and escalate issues to other departments.
• Build and maintain business relationships and open lines of communication with other internal support teams.
• Become a “power user” of our property management system - Guesty, help our teams create reservations, add/remove blocks, run basic reports, and keep our backend systems up to date with information about our properties.
• Maintain a detailed record of completed tasks and open items that require follow-up.
• Other duties and tasks as assigned from time to time by supervisors or management.
  
  

Qualifications

What you'll need:

• Passion for customer service and advocating for guests. Enjoys speaking to people!
• Possess the ability to make decisions that are in the best interest of PFH while displaying empathy to our guests.
• Professional in all forms of communication, including email, phone calls, video calls, and texting with guests, vendors, and other Patriot Family Homes team members.
• Superior time management skills with the ability to change activities frequently; not phased by interruptions.
• Quick learner; comfortable embracing change as new policies and procedures are adopted.
• Strong computer skills / “tech-savvy”.
• Ability and desire to work a flexible, part-time schedule during nights, weekends, and holidays as needed to support the needs of a hospitality business.
  
  

Compensation & Benefits

Hourly Wage: $15.00 /hour

Benefits

• Retirement benefits or accounts
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules