What we are looking for
A Service Improvement Agent who will respond and manage online reviews from guests on multiple platforms. This person will promote positive guest feedback, respond to posted reviews and connect with guests directly that had a less than 5 star experience. We have streamlined the most consistent + tech-driven experience in the short-term rental market, and the Service Improvement Agent will ensure prospective guests have a positive online experience.
What You'll Do
- Publicly respond to online reviews written by guests, which are posted on various review sites.
- Reach out to guests who leave a negative review in order to change the perception of their stay to a positive one.
- Proactively seek out reviews from guests with a positive experience.
- Work cross-departmentally with marketing and product to increase the visibility of positive feedback.
- Attend weekly meetings and provide organized updates succinctly.
- Build and maintain positive relationships with guests to increase repeat business.
What You'll Bring
- 1+ years of experience deescalating customer issues and resolving situations
- Hospitality experience strongly preferred
- Customer service and / or concierge experience required
- Communications writing experience preferred
- Positive, enthusiastic and passionate about making guests happy
- Ability to understand and convey business issues and technical concepts
- Capable of quickly learning new software systems
- Strong communication skills and attention to detail
- Demonstrate a high-level understanding of the short-term rental and hospitality industries.
- Keep up with industry trends and local regulatory environments.
- Legal right to work in the United States
Perks + Benefits
- $20/hr
- Health Benefits & Generous PTO policy
- Discounted stays at our properties
- Professional Development stipends
- Lunch & Learns
- Perks at work
- Team bonding events & Offsite
What we bring
At AvantStay our people are HEROs: Hungry, Excellent, Resilient, + Open, and we are passionate about real estate, technology, and hospitality. We are a team that roots for each other, encourage recognition, and promote employee growth in a an inclusive environment.
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