Job Description

 

COMPANY OVERVIEW:

Patriot Family Homes is a fully integrated short-term rental company proudly Veteran-owned and operated. We are currently headquartered in Chattanooga, TN, but also have many remote and travel roles, as well as field teams that include W-2 and 1099 team members who live in the markets our houses are located in across the Southeast, Midwest, Mid-Atlantic, and Southwest. We currently have 60 employees who manage a portfolio of ~550 short-term rentals.

POSITION SUMMARY:

This position requires a cool-headed problem-solver who can think on their feet to resolve customer concerns. Multi-tasking is their jam! They are comfortable working under pressure, proficient with technology, and thrive on change. The right candidate for this role will have a passion for hospitality, a customer-first mentality, a “can-do” attitude, and thrive in a teamwork setting. 

This position will report to the Guest Services Manager.

While we are a 24-hour, 7 days a week company, this role is seeking someone flexible and openly available to work the evenings, nights until 11 PM Eastern, and weekends.

RESPONSIBILITIES:

What you'll do:

• Act as the first point of contact for our guests.
• Be responsible for taking incoming phone calls, occasional outbound calls, and responding to emails or chats on a daily basis from guests who have questions or concerns about a reservation, invoice, or other concerns.
• Convert inbound inquiries into reservations; answer guest questions and provide available property options that meet their needs.
• Work to screen reservations and potential guests within our guest parameters
• Help to remotely resolve guest issues or escalate to supervisors / other departments when necessary; assist with the creation of maintenance and housekeeping tickets and escalate issues to other departments.
• Build and maintain business relationships and open lines of communication with other internal support teams.
• Become a “power user” of our property management system - Guesty, help our teams create reservations, add/remove blocks, run basic reports, and keep our backend systems up to date with information about our properties.
• Maintain a detailed record of completed tasks and open items that require follow-up.
• Other duties and tasks as assigned from time to time by supervisors or management.

QUALIFICATIONS:

What you'll need:

• Passion for customer service and advocating for guests. Enjoys speaking to people!
• Possess the ability to make decisions that are in the best interest of PFH while displaying empathy to our guests.
• Professional in all forms of communication, including email, phone calls, video calls, and texting with guests, vendors, and other Patriot Family Homes team members.
• Superior time management skills with the ability to change activities frequently; not phased by interruptions.
• Quick learner; comfortable embracing change as new policies and procedures are adopted.
• Strong computer skills / “tech-savvy”.
• Ability and desire to work a flexible, part-time schedule during nights, weekends, and holidays as needed to support the needs of a hospitality business.

COMPENSATION & BENEFITS:

Hourly Wage: $15.00 /hour

Benefits:

• Retirement benefits or accounts
• Workplace perks such as recreation activities, food and coffee, and flexible work schedules

Job Tags

Remote job, Hourly pay, Holiday work, Temporary work, Part time, Flexible hours, Night shift, Weekend work, Afternoon shift,

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