Reservations Specialist & Customer Service Agent

About the Job

Renjoy is a growing property management company specializing in premium short-term rentals, primarily located in Colorado Springs. We pride ourselves on providing exceptional customer service and maintaining high-quality rental properties for our guests. We provide a flexible work environment, with an emphasis on growth, self-motivation, and integrity.

Job Summary

Renjoy is seeking a detail-oriented and proactive Short-Term Rental Reservations Specialist & Customer Service Agent to join our fast-growing property management team. This role will manage guest interactions for a portfolio of vacation rentals, using HostAI for messaging and SuiteOp for guest portals, rental agreements, and upsells to ensure an exceptional experience for our guests. We are looking for someone who is flexible, able to work under pressure, and has strong cross-channel communication skills to relay important information to guests and team members. You will work in a dynamic environment with a shift schedule that could vary between 6 AM to 10 PM, with two days off each week.

We are committed to providing outstanding customer service to our clients, guests, and team members. In this full-time position, you will respond quickly to guest inquiries, answer pre-stay questions, resolve issues during stays, and coordinate closely with our team. Strong computer skills, familiarity with HostAI and SuiteOp, and the ability to communicate promptly and professionally are essential.

Key Responsibilities

• Manage reservations and guest communication using HostAI for messaging and SuiteOp for guest portals, rental agreements, and upsells.

• Address guest questions, assist with booking modifications, and provide detailed pre-stay information to ensure a seamless experience.

• Resolve issues that arise during stays by communicating with the appropriate team members and vendors and responding with empathy and professionalism.

• Use various software tools to manage rentals, organize turnovers, and coordinate schedules:

• Notion: for accessing the company knowledge base and task management.

• Slack: for internal communication with team members, third-party vendors, and cleaners.

• Breezeway: for scheduling turnovers, assigning work orders, and managing maintenance.

• Airtable: for accessing property information and records.

• Brivo: for remote lock and thermostat management.

• Arlo: for security camera monitoring.

• StayFi: for Wi-Fi network management.

• SuiteOp: for managing guest portals, rental agreements, and upsells.

• Minut: for noise monitoring and party deterrence.

• Engage with guests primarily through online chat and occasionally phone calls, upholding a friendly, courteous, and professional manner.

• Uphold Renjoy's commitment to fast, reliable, and professional service to meet and exceed guest expectations.

• Proactively communicate across channels to relay information, assist guests, and ensure smooth operations.

• Demonstrate the ability to remain calm and work under pressure to resolve guest inquiries and challenges in a timely manner.

Qualifications

• Experience: Minimum of 3 years in customer service, with at least 1 year in a short-term rental (STR) or property management industry, preferred.

• Technical Skills: Proficiency in HostAI, SuiteOp, Guesty, or similar property management systems, along with familiarity with tools such as Notion, Slack, Airtable, and Breezeway for task coordination and communication.

• Communication Skills: Excellent written and verbal communication skills in English, with a strong emphasis on quick response times, empathy, and professionalism in all guest interactions.

• Customer Service: Demonstrated ability to provide exceptional customer service with a friendly and solution-oriented approach, effectively handling guest inquiries, complaints, and urgent requests.

• Problem Solving Skills: Ability to troubleshoot and resolve guest issues in real time, staying calm under pressure and using sound judgment to provide timely resolutions.

• Attention to Detail: Strong attention to detail, ensuring accuracy in guest communications, reservations, and task completion.

• Organizational Skills: Highly organized and able to manage multiple tasks and prioritize responsibilities in a fast-paced, growing environment.

• Flexibility: Willingness to work various shif