Reservation Support Specialist

We are looking for a team member to own Landing’s Third-Party bookings within our Member Support Team! In this role, you’ll be the SME (Subject Matter Expert) on bookings from different platforms, work directly with other ops teams, and directly impact Landing to expand its growth on Third Party Sites (like booking.com and Airbnb) by delivering the best booking experience.

Note: This role will be Thursday to Monday 9a-6p, but time slots could change based on business needs.

What You'll Do:

• Own the entire process of reservations from third-party channels:
  • Respond to Inquiries
  • Process new bookings
  • Follow-up on pending applications (until documents are submitted and approved)
  • Submit Guest Reviews
• Keep an eye on money stuff (collect payment, charge for ancillary charges, and -from time to time- perform audits).
• Oversee Guest communication through third-party channel platforms, chats, and our dedicated line (calls/SMS).
• Respond to Slack tags and Support other team members with 3rd Party Questions.
• Maintain our FAQ guide + training materials for Ops teams.
• Resolve guest issues and questions throughout their stay. Solving guest escalations from time to time.
• Work closely with leadership to identify opportunities to improve our Guests’ experiences and actively work to streamline our processes.

What You Need: 

• Strong communication skills
• The ability to Multitask is a MUST
• Be someone with incredible attention to details
• With a demonstrated Customer-first mindset
• Comfortability in a fast-paced environment and an environment of a lot of unknowns: In this position, you will be required to act fast on multiple reservations.
• Preferred extensive product knowledge so you can quickly resolve questions OR superb ability to solve problems and find answers independently. There will be times in which you will need to come up with creative solutions to serve our guests better.