Bilingual Client-facing Onboarding Coordinator

hace 3 semanas

Playa del Carmen, México Angel Host A tiempo completo

**We’re hiring**

We’re Angel Host, a Canadian-based, data-driven and tech-enabled Vacation Rental Maximization service provider that helps Property Managers and Owners worldwide outperform their market. With Angel Host taking care of pricing, reservations, channel marketing and guest services, our clients get to focus on growth while increasing the performance of their property portfolio, as well as benefiting from a reduced workload. Angel Host was founded by highly experienced, award-winning entrepreneurs and hospitality operators, and is supported by some of the most prominent Venture Capital Funds in the world. Our mission is to become a worldwide leader in vacation rental management and we're on the right track, currently working with 1000+ properties in the US, Canada, Mexico, the Caribbean, and Europe.

Does our mission appeal to you? Are you looking to work in a fast-paced, fun, and flexible work environment with unlimited growth, happiness, and learning opportunities? Is taking part in a rapidly growing start-up, full of energetic people from all around the world on your bucket list? If so, keep reading

**The position: Client-Facing Onboarding Coordinator (Bilingual)**

As our Bilingual Client-Facing Onboarding Coordinator, your role is pivotal in guaranteeing a seamless and positive onboarding experience for our new clients. You'll also play a crucial part in ensuring we possess all the necessary information we need, when we need it, in order to integrate new property listings into our system and promote them across all major OTAs in the most timely, accurate, and professional way.

Being consultative, friendly, welcoming, and helpful is at the core of our DNA, which is why we are committed to providing incredible value to the clients that we work with. We treat our clients with the utmost care and we expect you to do the same, ensuring that we obtain the best results for their short-term rental and vacation rental properties.

**Specifically, we need you to**:

- Coordinate, schedule and prepare all necessary documents for the initial welcome call with new clients (Property Owners and Property Management companies) and account managers;
- Welcome and work closely with our new clients to gather all the information needed for their onboarding;
- Ensure a positive customer onboarding experience by establishing friendly relationships and remaining in constant communication with our new clients throughout the Onboarding process;
- Be proactive about providing consistent status updates on the Onboarding process to our clients and internal team. Ensure that the clients’ and parties assigned are always ‘in the know’ about the process and any actions required from their end;
- Continuously follow up with clients on what is needed from them in order to move forward with the Onboarding process;
- Make sure the Onboarding process advances at the right pace, ensuring escalation whenever a client becomes repeatedly unresponsive;
- Work closely with our different departments (Integration, Revenue Management, Guest Services, Copywriting & Photography), to ensure that all new property listings are professional, accurate and optimized for performance;
- Constantly review and improve all elements of the integration procedure;
- Because of our start-up environment, your openness to working on many other tasks that might come up is crucial, in addition to being flexible with the schedule if needed.

**Is this job for you? Well, it is if**:

- You have experience working in the Short-Term / Vacation Rental Management industry;
- You possess 1-3 years of experience in Account Management and/or Onboarding Management. Having experience in customer service is considered a plus;
- You are fully fluent in Spanish and English, both speaking and writing. You must know how to be concise yet professional;
- You are a detail-oriented professional with exceptional organizational abilities and a proven track record of meeting deadlines;
- You have experience working with a Property Management Software (PMS). Experience with Guesty is a must;
- You are comfortable with Excel or Google Sheets, given that many of our reports are produced with these tools;
- You are familiar with Slack, Trello, and Google Chat;
- You’re not afraid to “cold-call” clients and to be persistent when following up for missing information;
- You have a high sense of self-confidence and strong interpersonal skills: your presence, tone, and language should build trust and communicate empathy while being firm on what we need from the client to deliver exceptional results;
- You are comfortable with a flexible work schedule that might include extended working hours and availability on evenings and weekends;
- You are familiar with short term rental terms such as OTAs, channel distribution, optimization, revenue management, guest services, etc;
- You carry strong initiative: you’re not the type of person that waits for someone to tell you wh

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