Reservation and listing Specialist

Position Overview:

The Reservation and Listing Specialist will oversee all guest interactions for Wonderiss's short term property units, ensuring an exceptional customer experience from booking to check-out. This role involves addressing inquiries, resolving issues, and maintaining positive guest relations to enhance our reputation and ensure repeat business.

Key Responsibilities:

1. Guest Communication:

● Respond promptly to booking inquiries and reservation requests via phone, email, or booking platforms.

● Handle pre-arrival communications to confirm details and ensure a smooth check-in experience.

● Provide clear instructions for self-check-in procedures or coordinate meet-and-greets when necessary.

2. Guest Support During Stay:

● Address guest complaints or issues (e.g., maintenance, amenities) swiftly and professionally.

● Coordinate with housekeeping and maintenance teams to resolve issues.

● Offer personalized recommendations or support to enhance the guest experience.

3. Review and Feedback Management:

● Monitor and respond to guest reviews on booking platforms.

● Work closely with the reservation team to handle negative reviews by applying the established playbook processes (e.g., reporting issues, offering incentives).

● Collect and analyze guest feedback to suggest improvements to management.

4. Booking and Reservation Management:

● Update availability calendars and manage reservations to avoid double-bookings.

● Support the marketing team in optimizing unit listings and pricing strategies.

5. Operational Coordination:

● Liaise with housekeeping and operations teams to ensure units are prepared to the highest standards.

● Manage inventory inquiries and collaborate on stock-keeping, including toiletries and other amenities.

6. Problem-Solving and Crisis Management:

● Handle emergencies, including guest relocations (if necessary), in collaboration with the operations team.

● Assist in resolving any conflicts or disputes professionally and in accordance with company policies.

Qualifications:

● Bachelor’s degree in Hospitality, Business, or a related field preferred.

● Previous experience in customer service, hospitality, or Airbnb/Booking.com management.

● Excellent communication and interpersonal skills.

● Strong problem-solving abilities and the capacity to remain calm under pressure. ● Proficiency in CRM software and booking platforms (e.g., Airbnb,Booking.com).

● Ability to multitask and prioritize in a fast-paced environment.

Skills and Attributes:

● Customer-focused mindset with a commitment to delivering outstanding service. ● Strong attention to detail and organizational skills.

● Adaptable and resourceful in handling unexpected challenges. ● Team player with the ability to collaborate across departments.

Reporting Line:

Reports to: Head of Operations Manager.

Works closely with: Marketing, Housekeeping, and Maintenance teams

Why Join Wonderiss?

● Be part of a dynamic team managing high-quality property units.

● Opportunities for professional growth within the hospitality industry.

● A supportive and collaborative work environment focused on excellence.