Client Relations Manager
Be My Guest Holiday Homes Rental LLC
Total years of experience :14 years, 4 months
- Act as the main point of contact for our landlords and clients, addressing
any concerns or questions they may have
-Builds and maintain strong relationships with landlords to ensure highest
satisfaction with the services and customer retention
-Multi-platform listings: listing creation and advertising through multiple
booking channels to offer the highest exposure available, including Airbnb
and booking.com
-Gather documents necessary for new and existing clients, prepare contracts,
arrange meetings for contract signing
-Calendar management: managing calendars on a day-to-day basis to avoid
over-bookings and cancellation penalties
-Pricing strategies: setting competitive market rental rates and discounting
rates as required to maximise rental occupancy
-Guest screening plus communications: responding to all reservation
inquiries and requests, processing reservations, managing cancellations,
handling any disputes and dealing with customer complaints, and payment
issues
-Other tasks as may be required
- Manages incoming calls, emails and identify customers' needs
- Builds sustainable relationships and trust with customer
accounts through open and interactive communication
- Provides accurate, valid, and complete information
- Meets personal/team target quotas
- Handles customer complaints and provide appropriate solutions
to ensure resolution and retention
- Taking a technical concept and making it easier to understand
- Trains newly hired and junior agents
- Listening to calls and do real time coaching to the agents if needed
- Assists in sales growth and account management when needed
- Part of quality assurance team and handles escalations and responsible for customer retention.
- Achieves individual/team sales monthly target
- Ensures high levels of quality and accuracy in daily work
- Provides total customer satisfaction
- Handles and keeps record of Cash & Inventory
- Prepares reports including briefing, daily activities, closing sheets, and follow
ups
- Responsible for providing the best customer service, as well as attending to
the needs of clients. Duties includes performing administrative and clerical
tasks, escalating high-level of client's concerns to the management, keeping
the reception area clean, monitoring office supplies and request stocks as
needed, and maintaining an organized record of meetings and events.
- Plans, coordinates, and evaluates organizational, staffing, and operational activities
- Identifies opportunities to improve service methods and operation procedures
- Assists in the implementation of goals, objectives, policies and procedures in assigned areas to ensure quality service
- Coordinates and promotes services, activities, and events with other departments and outside agencies
- Inspects all aspects of operations and solves problems as directed
- Facilitates interdepartmental cooperation and understanding
- Responsible for handling sales over the phone and maintains product and technical knowledge
- Solving questions regarding the product or service provided by the company and collect desired
information from the clients and maintain healthy relations with them.