Overnight Owner Relations Specialist

Há 1 mês

São Paulo, São Paulo, Brasil Upstay Tempo inteiro
Job Title: Overnight Owner Relations Officer

Reports to: Head of Compliance & Owner Experience, Account Executives

Job Summary:

  • The Overnight Owner Relations Officer is responsible for fostering strong relationships with property owners, ensuring their needs are met, and providing exceptional customer service.
  • Responsible for assisting with daily administrative tasks, providing updates to Account Executives, and coordinating with various departments to ensure seamless communication and follow-ups.

Key Responsibilities:

  • Act as an owner advocate, building trust and rapport through active communication and regular updates.
  • Collaborate with property owners to understand their investment performance, regulatory, policy, and operational changes, ensuring they are informed and up-to-date.
  • Ensure timely responses to all communications related to assigned portfolios, including phone calls, emails, texts, and internal communications.
  • Manage and coordinate various day-to-day tasks, including owner stays, quotes approvals, onboarding, and P&L reports, ensuring timely progress and prioritization.
  • Utilize project management tools and software to maintain client databases, track progress, and ensure accurate information.
  • Cultivate strong relationships with owners, team members, and stakeholders to achieve the highest level of satisfaction and support department efficiency.
  • Develop and implement creative solutions to address client and organizational challenges, ensuring innovative and effective problem-solving.
  • Perform additional duties as assigned, ensuring flexibility and adaptability in a fast-paced environment.

OH&S:

  • Participate in the improvement of company procedures and processes, ensuring a safe and professional working environment.
  • Follow all Upstay procedures and guidelines, as well as applicable laws and regulations, promoting a culture of compliance and safety.
  • Promote a professional and cooperative working environment, based on mutual respect and trust.
  • Promote safe behavior in the workplace, ensuring a healthy and secure work environment.

Qualifications:

  • Bachelor's degree in Hospitality, Business Administration, Marketing, Communications, or a related field.
  • Minimum of 1-2 years of experience in Hospitality in a team lead or supervisor capacity.
  • Excellent communication, interpersonal, and negotiation skills.
  • Strong problem-solving and analytical abilities.
  • Ability to prioritize and manage multiple tasks and projects simultaneously.
  • Proficiency in using project management tools and software.
  • Adept at building and maintaining strong relationships with clients and stakeholders.
  • Familiarity with financial reports and an understanding of profit and loss statements.
  • Flexibility to work in the Business EST Time Zone between 8 am and 10 pm EST, weekdays, weekends, and public holidays.
  • Working hours amount to 48 hours a week.
  • Comfortable working in a remote (work-from-home) environment with stable/high-speed & reliable Internet.

Language:

  • Advanced or Professional Proficiency in English.
  • Advanced or Professional Proficiency in Spanish.

Soft Skills:

  • Demonstrated proficiency in verbal and written communication in English, enabling effective communication with property owners, company stakeholders, and team members.
  • Self-motivated and capable of multitasking in a fast-paced environment, ensuring timely progress on client-related tasks and project management.
  • Adaptability and responsiveness to changing conditions, priorities, technologies, and requirements in order to maintain the highest level of client satisfaction and support department efficiency.
  • Professional demeanor and strong time management skills, allowing for effective delegation, guidance, and collaboration with Account Executives and other departments.
  • This role typically requires 40 hours on duty and 10 hours on call a week. The candidate needs to demonstrate a resilient and get-it-done attitude and be able to work under high pressure.
  • Proficiency in creative problem-solving and the ability to address client and organizational challenges using innovative, indirect approaches.

Salary: $800-$1000 USD/month

Note: This document provides guidance to the key responsibilities and the scope of work. Its content does not aim to cover 100% of the job activities, and it can be updated according to business needs.

Job Type: Full-time

Pay: R$420, R$525,000.00 per month

Application Question(s):

  • Are you comfortable working in a remote environment?
  • Are you comfortable working up to 48 hours/week during EST Time Zone between 8 am to 10 pm EST?
  • Do you have at least 1-2 years of experience in a team lead or supervisor position?
  • What's your salary expectation?
  • Do you have a reliable Internet service and Computer/Laptop equipment to perform your work?
  • What's your Spanish & English proficiency?

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