Job Openings Guest Communications (Wednesday - Sunday)

About the job Guest Communications (Wednesday - Sunday)

About Purple:

At Purple, we specialize in connecting top-tier LATAM talent with companies across the US. Our mission is to deliver exceptional outsourcing solutions that empower businesses to scale efficiently while maintaining high-quality standards.

Location: Remote (U.S. & Florida Focus)

Hours: 7 AM - 4 PM EST, Wednesday - Sunday

Position Overview:

In this multifaceted role, you will manage guest relations, vendor communication, and property owner interactions, ensuring smooth operations and exceptional guest experiences. You will be responsible for handling multiple tasks, solving problems quickly, and maintaining effective communication across platforms. This position requires strong organizational skills, critical thinking, and attention to detail. The ideal candidate thrives in a fast-paced, dynamic environment and has a passion for hospitality.

Key Responsibilities:

Guest Experience:

  • Guest Communication: Respond promptly and professionally to guest inquiries across multiple platforms (Airbnb, VRBO, etc.), providing helpful information.

  • Booking Management: Oversee the booking process, including confirmations, payments, and cancellations.

  • Guest Check-ins/Check-outs: Coordinate seamless guest arrivals and departures with all necessary details.

  • Problem Resolution: Quickly address and resolve guest concerns, from maintenance issues to inquiries, ensuring satisfaction.

  • Mid-Stay Engagement: Check in with guests after 1 hour to ensure a smooth stay.

  • Post-Stay Engagement: Follow up with guests after their stay for feedback, reviews, and addressing concerns.

Cleaning Management:

  • Cleaner Communication & Coordination: Serve as the main point of contact for cleaners, ensuring they understand expectations and processes.

  • Onboarding & Training: Onboard and train new cleaners to ensure consistency and high standards of service.

  • Scheduling & Support: Coordinate cleaning schedules and maintenance tasks.

  • Performance Monitoring: Provide feedback to cleaners and ensure they meet property and guest satisfaction standards.

Property Owner Experience:

  • Owner Communication: Communicate effectively with property owners to address concerns and ensure satisfaction.

  • Problem Resolution: Resolve any issues raised by property owners, whether related to guest behavior or property maintenance.

  • Owner Satisfaction: Ensure owners are satisfied with property management and suggest improvements as needed.

Property Management:

  • Property Inspections & Maintenance Coordination: Coordinate regular inspections and necessary repairs or upgrades.

  • Inventory Management: Track and ensure properties are stocked with necessary supplies (linens, toiletries, etc.).

  • Guest-Ready Property Preparation: Ensure properties are cleaned, stocked, and maintained for every guest.

Required Skills & Qualifications:

  • Experience: Experience in hospitality, property management, customer service, or a related field. Luxury hospitality experience is highly preferred.

  • Communication Skills: Exceptional written and verbal communication, fluent in English (spoken and written), especially for dealing with owners and guests.

  • Problem-Solving: Strong ability to address and resolve issues promptly and professionally in a fast-paced environment.

  • Organization & Attention to Detail: Highly organized and able to manage multiple properties and tasks simultaneously.

  • Tech-Savvy: Proficiency with property management software, booking platforms (Airbnb, VRBO, etc.), and communication tools (Google Workspace, Slack).

  • Customer-Centric: Passionate about providing excellent customer service and creating positive experiences for both guests and property owners.

  • Flexibility: Availability to handle urgent issues or concerns, with occasional changes to the schedule as needed.

  • Multi-Property Management: Experience managing multiple vacation rental properties or a premium hospitality brand.

  • Leadership & Team Collaboration: Strong leadership skills with a collaborative approach to working with co-hosts and other team members.

  • Local Area Knowledge: Familiarity with the U.S. culture, especially Florida.

Tools & Software:

  • Airbnb, VRBO, Booking.com: Property management and guest communication.

  • Hostfully: Property management software for booking, calendar syncing, and reporting.

  • Slack & WhatsApp: Team messaging for streamlined communication.

  • OpenPhone: Business phone service for managing calls and texts.

  • Google Workspace: Collaboration and document management.

  • Turno: Cleaning and property turnover management tool.

  • Canva: For creating visual content and promotional materials.

  • Stripe & Veem: Payment processing tools.

  • Notion: Team management and SOP sharing.

Other Information:

  • Independent Problem Solving: Must be able to solve issues independently, create SOPs, and recommend software solutions to improve efficiency.

  • Opportunities for Growth: As the company grows, there are advancement opportunities for self-starters and those who thrive in a fast-paced environment.

  • Language Requirement: Fluency in English is mandatory for communication with both homeowners and guests.

If you have a passion for hospitality, enjoy problem-solving, and thrive in a fast-paced environment, we would love to hear from you! Apply today!


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