Guest Experience Representative Bilingual

Upstay is looking for Portfolio Manager to join our team Get Your Resume Ready

Who We Are

Upstay operates and optimizes short-term rentals to create ROI for homeowners and unforgettable vacation homes for guests. Based in Orlando, Florida, Upstay offers short-term rentals across the United States, Eastern Canada, and South America. Our team of 160+ employees manages 400+ properties on behalf of owners. We treat every property in our portfolio as an investment with a focus on maximising profit without sacrificing best-in-class hospitality for our guests.

What We Do

We build great communities that bring the tools and sensibilities of the world's best hotels and apply these principles to our vacation rentals, short-term rentals, and modern hotels.

How We Do It

We are accountable for every aspect of our property's creation and existence. Site selection, acquisition, development, design, construction, furniture manufacturing, laundry and property management are all looked after by our in-house teams which translates to higher standards in our properties, service, and customer expectations.

What Matters to Us

We are committed to providing compliant and locally beneficial short-term property rentals that add value to our guests. We work with local governments and homeowner associations to develop standards and provide industry-wide leadership so our guests can relax and enjoy their time with us.

What You'll Do

Responsible for communicating with guests using various methods, such as phone, email, and live chat messaging. The Guest Experience Representative role will handle guest requests, questions and issues prior, during and post stay. This role also consists of data tracking and entry to ensure company standards are documented and support all guidelines and practices.

• Respond to guests' messages and calls
• Work closely with Superhosts to achieve guest excellence
• Review daily work orders and ensure they are completed prior to guest arrival
• Coordinate requests with Operations Team and Superhosts
• Collect all necessary details for any guest issues and assist in a timely manner
• Record all notes in each reservation and provide updates in Slack channels
• Send and follow up payment requests
• Assist Superhosts with quality reports and revews
• Assist guests with arrivals and departures
• Managing payment links and recording financial details
• Consistently check for Slack updates and action accordingly
• Manage door codes and early arrival times and late checkout times
• Send out photos to guests of multi-unit propertyWhat You'll Bring
• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• Minimum of 3-5 years of experience in client relationship management or a similar role.
• 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.
• Language: Bilingual preferred (English and Portuguese)

Soft skills

• Passionate and enthusiastic about the short-term rental industry
• Dependable and understanding of the team culture and dynamic
• Proven verbal and written communication skills in English
• Self-motivated and able to multitask in a fast-paced environment
• Professional attitude with strong time management skills
• Ability to solve problems using an indirect and creative approach
• Flexibility to work shifts and on weekends and public holiday

What You'll Bring

• Experience: 1 years of experience in Customer service and/or hospitality management experience. Background in hotels, resorts, or short-term rentals is preferred
• Education: college diploma or bachelor's degree, preferably in Hospitality or related study area
• Other qualifications: user of Microsoft Office, background with G-Suite, Opera, and/or Guesty (preferred)

Equal Employment Opportunity

We're proud to be an equal opportunity employer and all applicants will be considered. At Upstay we celebrate and support the differences between our employees' including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Diversity is essential to our growth, and we've concluded that we're stronger together.

Last Thing

If this isn't the job for you, perhaps you have a friend who would be a perfect fit? Send them this job posting.

Work Location: Remote

Job Type: Full-time

Pay: R$6,708.60 per month

Application Question(s):

• Are you bilingual in English and Portuguese?
• How many years of Customer Support experience do you have?
• Do you have hospitality experience? If so, how many years?

• Are you comfortable working in a remote and dynamic, fast-paced environment that requires constant communications, team collaboration and autonomous execution?

• Do you have hotel or vacation rental management experience ?