Guest Service Agent

**About our Company**

Pear Properties is a rapidly expanding short term rental hosting company. We offer a wide range of guests unique, spacious & comfortable accommodations to meet a variety of situations.. A Guest Service Agent with Pear Properties is responsible for delivering an exceptional guest experience while upholding company policies and maximizing booking revenues. If you are a team player, skilled at digital communications, excel at problem solving, enjoy a fast paced environment and take pride in providing top tier customer service this is the job for you.

**Role Description**

Reporting directly to the Operations Coordinator, you are responsible for delivering an excellent Guest experience and acting as the liaison between our housekeeping team and operations. Specifically, you will be responsible for performing the following duties to the highest standards:

- Communicating with guests through an online platform ie: Airbnb
- Facilitating guest check in / check out procedures through online messaging, assigning virtual keys, programming in guest key codes, troubleshooting basic technology issues guests may have with smart locks
- Assessing guest occupancy numbers in the homes before & during their stay & upholding booking policies associated with occupancy
- Respond to pre-booking questions about our homes and the services we offer
- Provide general information on points of interest, activities & events in the Greater Edmonton Area
- Communicating our policies and rules that the guests need to be aware of when booking
- Recording & actioning special requests from guests (ie: requests for special equipment like playpens)
- 1st level attempt to resolve complaints and concerns from guests using the tools and resources available to you
- Documenting & escalating any guest complaints and concerns to the Operations Coordinator that you cannot resolve
- Post stay guest communications including reporting any left behind items and encouraging guests to leave us a positive review if they had a great experience
- Communication with the housekeeping team to prepare them for their cleaning shifts (sharing info on the stay that has completed & providing house access codes)
- Collecting information from the housekeeping team to be able to rate & review the guests on online platforms
- Recording & reporting any maintenance issues
- Optimize digital listings for properties to ensure that the information is up to date and presents our portfolio of homes in the best way possible to maximize bookings
- Prepare selected reports for management and participate in a weekly interdepartmental meeting
- Assist other departments wherever necessary including: housekeeping, inventory, operations & outdoor maintenance

**What makes you a good fit for our team?**

**Key Skills we are looking for**:

- Excellent written communication skills
- Committed to delivering high levels of customer service, with a proven track record of at least 2 years of relevant customer service experience
- Comfort in working with digital communication platforms & app based technology
- Computer skills necessary
- Excellent interpersonal skills, comfort in communicating with guests and other team members in person, over the phone or through written communication
- Highly organized, able to multi-task and detail oriented
- Works well without supervision, honest, self-motivated and flexible
- Reliable, punctual and dependable
- Flexibility to respond to a range of different work situations
- A clean Criminal Record Check is required as a condition of employment
- Able to work in a hybrid environment where you will spend some of your time working from home, and some of your time from our various locations around the Greater Edmonton Area
- Available for working a variety of shifts which includes weekends, statutory holidays and evenings as required

**Employment details**:
Position = Up to 37.5 hours per week, maximum 8 hour shifts

Rate of Pay = $18/hr, Paid bi-weekly

Vacation Pay = 4% paid out with your bi-weekly earnings

Benefits = Yes, monthly allowance provided based on a standard health and dental benefits plan for an individual

**Additional Requirements**:

- Smart phone for use with our selected apps. Compatibility requires iPhone with iOS 14.0 or later or Android with OS 8.0 or later
- A vehicle is not required, but is an asset as you will be responsible to getting to and from our locations throughout the greater Edmonton Area on a rotating basis (including but not limited to Edmonton, Sherwood Park, Leduc, Beaumont, St Albert, Spruce Grove)
- Access to a web browser on your personal portable computing device (such as a laptop, chrome book or similar device)
- Access to reliable internet access when working from home, free wifi is provided at all of our locations when working on site

**Job Types**: Full-time, Permanent

**Salary**: From $18.00 per hour

**Benefits**:

- Casual dress
- Company events
- Extended health care
- Flexible sc