WHO WE ARE

Upstay operates and optimizes short-term rentals to create ROI for homeowners and unforgettable vacation homes for guests. Based in Orlando, Florida, Upstay offers short-term rentals across the United States, Eastern Canada, and South America. Our team of 160+ employees manages 400+ properties on behalf of owners. We treat every property in our portfolio as an investment with a focus on maximising profit without sacrificing best-in-class hospitality for our guests.

WHAT WE DO

We build great communities that bring the tools and sensibilities of the world’s best hotels and apply these principles to our vacation rentals, short-term rentals, and modern hotels.

JOB REQUIREMENTS:

• Experience: 1 – 3 years of Manager on Duty experience in the hospitality industry. Background in hotels, resorts, or short-term rentals is preferred.
• Education: college diploma or bachelor’s degree, preferably in Hospitality or related study area.
• Other qualifications: user of Microsoft Office, background with G-Suite, Opera, and/or Guesty (preferred).
• Language: Must be fluent in English; Spanish and/or Portuguese is an asset

SOFT SKILLS:

• Passionate and enthusiastic about the short-term rental industry
• Dependable and understanding of the team culture and dynamic
• Proven verbal and written communication skills in English
• Self-motivated and able to multitask in a fast-paced environment
• Professional attitude with strong time management skills
• Ability to solve problems using an indirect and creative approach
• Flexibility to work shifts and on weekends and public holidays.

Reports to the location of 14200 Avalon Rd, Winter Garden, FL, the GXR oversees guest communication for both Avalon condo building and the Canada Ave hotel units. The GXR coordinates and resolves urgent and trivial guest requests and concerns while providing a high level of customer service, working with the housekeeping team, and the maintenance teams at both locations.

• Provide support to the operation teams in order to maintain a positive guest experience.
• Respond to messages from current and inquiring guests with the intention of building a strong, personal rapport and resolve guest issues.
• Communicate property updates and verify customer information in relevant systems.
• Address major issues that cannot be resolved by customer service agents
• Provide continuous support to management and various departments as required.
• Send quotes to returning guests, complete transfers, and issue refunds
• Ensure all guests are being provided with the highest level of service
• Coordinate with an offshore team, working from the Philippines
• Perform other duties as assigned by the Head of Guest Experience

OH&S:

• Actively participate and contribute with the improvement of company procedures and processes.
• Follow all Upstay’s procedures and guidelines and, legal applicable regulations
• Promote safe behaviour in the workplace.
• Promote a professional and cooperative working environment, based on mutual respect and trust.