Overview
Join our remote Motel Guest & Operations Coordinator team. The successful candidate for this role will be engaged via Upwork. This role focuses on enhancing the guest experience at our motel in Napier, New Zealand by managing guest communications and optimizing our online presence to contribute to occupancy and guest satisfaction. As part of our remote team, you will collaborate with on-site staff and owners to ensure seamless operations and a welcoming environment for our guests.
- Position Type: Part-time, remote
- Hours: 5-20 hours per week, adaptable to seasonal demands
- Roster: 3-7 days per week on call (answering messages) between 6am and 12pm noon NZ time
- Performance-based bonuses tied to occupancy and guest satisfaction
What You'll Do
- Guest Communication & Support: Respond promptly to guest inquiries, aiming for a 30-minute response time during agreed working hours. Utilize and enhance messaging templates to maintain consistency
- Booking & Revenue Management: Oversee listings on CloudBeds,
adjust availability and pricing according to market trends and occupancy levels. Provide insights to optimize revenue
- Listing Maintenance: Improve presence on major OTAs (Airbnb, Booking.com) by updating descriptions and photos, and tracking competitor pricing to inform adjustments
- Reporting & Accountability: Compile weekly and monthly reports detailing revenue, occupancy, guest interactions, pricing changes, and competitor insights to enable data-driven decisions
- Collaboration: Work closely with on-site staff and owners to escalate issues and ensure smooth operations, fostering a strong team dynamic
What You Bring
- Must-Have Skills: Strong written and spoken English, experience with CloudBeds or similar property management systems, and familiarity with OTA platforms like Airbnb, Booking.com, and Expedia
- Preferred Qualifications: Background in customer service or hospitality with a keen understanding of guest needs and expectations
- Relevant Soft