Weekend Guest Experience Specialist & Marketing

About Us:

Co-founded in 2020, A Vacation Different is a vacation rental management company with a strong focus on top-notch customer service, excellent guest experiences, and detailed care for the homes we manage. Our customers learn first hand what A Vacation Different is all about: experiences. From insider information on restaurants, best options for the kiddos, and the region’s best outdoor adventures, A Vacation Different has done the legwork for you, allowing your group to focus on creating long-lasting memories while soaking up the Santa Fe culture. We are looking for someone who wants to be a part of an expanding company, where you can grow with us.

Hours:

• Saturday & Sunday 9-5 MDT

Requirements:

• Luxury customer service experience
• Love for travel and Santa Fe culture
• Friendly, punctual, professional, organized and able to problem solve
• Excellent interpersonal written and verbal communication
• Creative, positive, consistent and thorough
• Proficient in Microsoft Office and Google (Word, Publisher, Excel, PowerPoint, Gmail, Google Drive)
• Proficient in Social Media platforms (Facebook, Instagram, Twitter, YouTube, Pinterest)
• Experience in marketing (Mailchimp, Wordpress) and rental (AirBnB, VRBO) programs OR tech savvy & quick to learn new software

Job Description: We are looking for a personable, organized and hard-working individual with great attention to detail & time management skills to serve as Guest Experience Specialist for our vacation rental properties, owners, and guests. This person must work well in a team setting, but also be independent in staying on task without needing to be micromanaged.

Guest services duties include assisting in management of vacation rental properties: guest check-ins/outs, answering guest questions and handling the local requests, addressing guest needs during stay, facilitation of repairs and maintenance, and other guest needs as well as responding to the guest reviews on various platforms, and initiating action based on guest feedback. This will require phone communication with guests, general email/phone support, and communication through hosting platforms like AirBnb & VRBO. This position requires the ability to keep confidentiality, a professional appearance, and a helpful attitude.

General office administration duties include answering phones, taking and relaying messages, scheduling appointments, responding to email, posting on social media platforms, and other miscellaneous office requests.

We’re looking for someone who is excited to be a part of an emerging company with opportunity for growth as our company expands.

Job Responsibilities:

Guest Communication

• Observe, study and understand the needs of guests
• Confirm bookings and correspond with guests via email, phone, chat
• Answers inbound telephone calls from websites, chats, emails, and channel partners such as Airbnb, Vrbo, Booking.com, Zillow and others
• Work within a Property Management System (HostAway), to enter new bookings and modify existing bookings
• Services existing bookings include making changes to reservations, accepting and recording payments, confirming reservations are paid in full as per policy
• Send check-in /check-out instructions, touch base prior to arrival/departure
• Respond to guest inquiries
• Answer phones
• Research events/activities and communicate to guests
• Communicate guest feedback to create work orders for maintenance

Maintenance

• Set and confirm vendor appointments
• Coordination and follow-up with vendors for repair appointments
• Submit receipts to accountant and upload to accounting software (Hubdoc or Quickbooks)
• Processes work orders for the maintenance, ensure they are completed timely and accurately, and contacts the guest to determine if they are satisfied with the work completed.

Marketing

• Assist with social media posting and content creation
• Create simple marketing graphics using Canva
• Capture photos or short videos of properties, guest experiences, or local highlights
• Update Airbnb, VRBO, and other listing descriptions to keep them fresh and accurate
• Help maintain property information and digital assets
• Assist with email marketing, flyers, and promotional materials

Other Duties: Performs other duties as required.

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Work Remotely

• Preferred someone who has lived or traveled to Santa Fe

Job Type: Full-time

Pay: $22.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• On call
• Weekend availability

Education:

• Associate (Preferred)

Experience:

• Customer service: 4 years (Required)
• Hotel or Travel Industry: 2 years (Required)

Work Location: Remote