Job Purpose
The Residential Booking & Guest Services Agent is responsible for managing guest enquiries, coordinating residential bookings, and supporting property management operations. The role ensures tenants and guests receive a smooth booking and stay experience while supporting landlords through effective property administration and communication.
Key Responsibilities
Guest & Tenant Enquiries
- Respond to guest and tenant enquiries via email, phone, and booking platforms.
- Provide accurate information on available apartments, houses, and rental properties.
- Assist guests in selecting suitable accommodation based on their needs and budget.
- Maintain high standards of customer service from enquiry to check-out.
Booking Management
- Process reservations and update booking systems.
- Confirm bookings, payments, and guest arrival details.
- Prepare guest instructions including check-in information and property details.
- Manage cancellations, amendments, and booking changes.
Property & Landlord Support
- Assist with marketing rental properties to potential tenants and guests.
- Maintain accurate property listings and availability calendars.
- Support landlords with property performance reporting and communication.
- Coordinate with cleaning, maintenance, and operations teams for property readiness.
Guest Experience
- Provide guests with check-in instructions and local recommendations.
- Ensure guests receive support throughout their stay.
- Handle guest issues, feedback, and complaints promptly.
- Ensure properties meet Hostly’s comfort and quality standards.
Administrative Duties
- Maintain booking records and customer databases.
- Process invoices and track payments where required.
- Assist with reporting on occupancy and booking performance.
- Ensure compliance with company policies and guest terms.