Concierge Coordinator

Who we are...

AvantStay delivers world-class, authentic, tech-enabled short-term rental ("STR") group experiences targeted at the millennial generation. We are venture-funded and growing rapidly in the explosive $100+ billion dollar STR industry. We deliver a customized end-to-end experience tailored just for groups and powered with technology at every layer.

What we are looking for?

We have streamlined the most consistent + tech-driven experience in the short-term rental market, and the Concierge brings hospitality to the forefront of what we do. As a brand ambassador, the Concierge Coordinator will lead our mission to create a new standard for short-term rentals. This person will support guests when they reserve our properties and work closely with Guest Experience Coordinators to deliver a seamless, high-touch level of service and knowledge. This person is passionate about helping people and enhancing the guest experience in every way possible. You love to sell, and you are passionate about creating exceptional customer experiences. You're a facilitator, a hands-on problem-solver, and there to ensure your guests have the best possible stay.

This is a fully remote role; candidates must be available to PST including weekends.

What you'll do?

• Sell Concierge services to guests with a focus on quarterly team revenue goals.
• Create itineraries and experiences that enhance the guest's stay
• Create proposals & itineraries to bring our offer to life for guests
• Interact with guests via phone, sms, and email to ensure customer satisfaction.
• Respond promptly, personally, and professionally to guest inquiries to open the conversation and ensure they feel welcome.
• Convert new requests into confirmed services and effectively manage lead opportunities and outreach efforts.
• Support field operation teams and guest experience coordinators in maintaining a consistent guest experience with high-level service and consistency
• Assist and develop programming with Concierge Manager & Concierge Supervisors, as needed.
• Keep relevant systems updated with customer information and confirmation details.
• Provide knowledgeable and correct information on AvantStay properties and policies.
• Understand who our guests are, what brought them to AvantStay, and offer personalized recommendations for upgrades & experiences such as private chefs, in-home massages, white glove grocery delivery, private transportation, and more.
• Attend bi-weekly meetings, provide organized updates & come prepared with discussion topics for the team.
• Maintain knowledge on Concierge Upgrades and services on a market-to-market basis, understanding seasonality, travel trends, local festivals, and other relevant information to best serve the interests of our guests.
• Engage the guests, be sincere and genuine, anticipate and exceed guests' expectations, and own the experience from start to finish. Ensure consistent, professional, and timely communication.

Requirements

• 2-3 years VIP Customer Service and/or Concierge experience required

• Background in the Luxury Travel industry preferred

• Background in Sales and Call Center environment preferred

• Positive, enthusiastic, and passionate about the travel industry
• Ability to understand and convey issues and technical concepts
• Strong sense of team mentality and reliability, a self-starter
• Capable of quickly learning new software systems & keeping up with changing updates to our Technology and processes
• Strong written and verbal communication skills and excellent attention to detail
• Must be able to work weekends (Saturday and Sunday shifts required)

Benefits

When you join AvantStay?

You'll be doing work that matters alongside an experienced and dynamic team, transforming how people travel and vacation.

• Salary: $18 - $20 USD per hour
• Unlimited Paid Time Off
• Company-sponsored insurance (medical, dental, vision, life, etc.)
• Complimentary and discounted stays at AvantStay properties
• Paid parental leave
• Wellness stipend
• Cell phone stipend

Equal Employment Opportunity...

We're proud to be an equal opportunity employer, and celebrate our employees' differences, including race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, and Veteran status. Different makes us better.