Remote Properties eConcierge

Core Mission

Your primary mission is to enhance the guest experience through our "Digital Concierge" initiative. Utilizing WhatsApp engagement and digital communication tools, you will seamlessly manage guest relations, personalize stays from pre-arrival to post-departure, resolve issues digitally, and curate unforgettable island experiences, all from a remote environment.

Key Responsibilities

• Digital Guest Engagement & WhatsApp Concierge: Act as the primary digital point of contact for guests. Manage real-time WhatsApp communication to answer inquiries, coordinate requests, and maintain a warm, premium brand presence before and during their stay.

• Pre-Arrival & Experience Planning: Partner with the OTA Manager to track upcoming arrivals. Proactively message guests pre-arrival to arrange seamless check-in/check-out logistics, local transport, custom excursions, and daily premium breakfast services, ensuring a "wow factor" before they even step foot on the property.

• Revenue Optimization via Digital Upselling: Proactively drive on-site revenue by using your digital concierge touchpoints to pitch and upsell premium services, food, beverages, and curated island excursions directly to guests.

• Virtual Guest Relations & Issue Resolution: Act as the first line of defense for guest inquiries or complaints received digitally. Resolve issues with immediate urgency via text, coordinating remotely with the on-site teams to deploy solutions instantly.

• Billing & Digital Checkout Follow-Up: Coordinate with the Accounting department to track verified supplier payments for guest activities. Ensure all guest bills for concierge extras, excursions, and additional services are accurately compiled and digitally settled prior to check-out.

Required Skills & Qualifications

• Experience: Proven track record in high-end digital concierge services, remote guest relations, luxury hospitality customer service, or travel curation.

• Communication Style: Exceptional written communication skills with a natural ability to convey warmth, professionalism, empathy, and premium luxury hospitality over WhatsApp text and email.

• Problem-Solving: Exceptional high-stress problem-solving skills and a natural knack for instant, diplomatic conflict resolution via text.

• Cultural & Language Competency: Professional fluency in written and spoken English. A strong understanding of Indonesian/Balinese tourism dynamics to effectively recommend and sell local experiences.

• Remote Setup: A reliable, high-speed internet connection, a quiet working environment, and the ability to stay highly responsive during designated shifts.

Tools & Technology

The successful candidate must be highly tech-savvy and comfortable utilizing:

• Communication tools (WhatsApp Business & internal team messaging apps)

• Property Operations & Booking Software (BB Projects)

• Basic spreadsheet software (Google Sheets / MS Excel)