Reservations & Guest Services Agent (Remote)
About Poppy
Poppy is a boutique, family-owned vacation rental management company specializing in design-focused, experience-driven vacation homes throughout the Greater Palm Springs area. We believe every stay should feel like home—only better. Our team is passionate about hospitality, exceptional service, and creating memorable guest experiences from booking through check-out.
We are looking for a Reservations & Guest Services Agent who is friendly, organized, solutions-oriented, and thrives in a fast-paced environment. This position plays a vital role in supporting our guests before, during, and after their stay while ensuring seamless communication across our operations team.
This position requires availability to work weekends and holidays. These are our busiest times, and reliable coverage is an essential part of this role.Key ResponsibilitiesReservations & Sales
- Respond promptly to reservation inquiries via phone, email, text, and online booking platforms.
- Convert inquiries into confirmed reservations through outstanding customer service and product knowledge.
- Assist guests with selecting the best property based on their needs.
- Explain property features, rental policies, and local recommendations.
- Follow up on reservation leads, outstanding contracts, identification, and payments.
Guest Services
- Deliver exceptional customer service before, during, and after each guest's stay.
- Answer incoming guest calls professionally and efficiently.
- Resolve guest concerns with empathy, urgency, and professionalism.
- Coordinate guest requests such as early check-ins, late check-outs, amenities, and special accommodations.
- Ensure guests receive timely communication regarding arrivals, departures, and important stay information.
Operations Support
- Coordinate maintenance and housekeeping requests to quickly resolve guest issues.
- Create and manage work orders through our property management systems.
- Monitor guest communications to ensure all requests are completed promptly.
- Assist with quality control by communicating property concerns with the operations team.
- Communicate with homeowners as needed regarding maintenance updates and work order coordination (owner onboarding is handled separately).
Team Collaboration
- Work closely with Reservations, Guest Services, Housekeeping, and Maintenance to ensure a seamless guest experience.
- Maintain accurate guest records and reservation details.
- Help support the team during high-volume periods, holidays, and special events.
QualificationsRequired
- Minimum 1 year of Vacation Rental experience (required).
- Minimum 1 year of Property Management experience (required).
- Minimum 1 year of Sales or Customer Service experience (required).
- Excellent verbal and written English communication skills.
- Strong phone etiquette and customer service skills.
- Ability to multitask and remain calm under pressure.
- Strong organizational and time management skills.
- Comfortable learning and using multiple software platforms.
Preferred Experience
- Streamline PMS
- Zendesk
- Breezeway
- Microsoft Office
- CRM systems
- Text-based guest communication platforms
What We're Looking For
The ideal candidate is:
- Hospitality-focused and passionate about creating exceptional guest experiences.
- Friendly, positive, and professional.
- A proactive problem solver who enjoys helping people.
- Detail-oriented and highly organized.
- Comfortable working independently in a remote environment.
- Reliable, accountable, and dependable during weekends and holidays.
- Able to adapt quickly in a fast-paced hospitality environment.
Remote Work Requirements
- Minimum download speed of 40 Mbps.
- Reliable computer.
- Two monitors required.
- Webcam.
- Professional headset.
- Quiet, dedicated workspace free from distractions.
Schedule
- Full-Time (40+ hours per week)
- Remote
- Weekend availability required
- Holiday availability required
- Schedule will include weekends as part of the regular work week.
Compensation
- $8.00–$10.00 USD per hour, depending on experience.
Education
- High school diploma or equivalent .
If you're passionate about hospitality, enjoy helping people, and want to be part of a supportive, family-oriented company that values exceptional service, we'd love to hear from you.
Job Type: Full-time
Pay: $139.36 - $176.00 per hour
Application Question(s):
- How many years of Vacation Rentals experience do you have?
Experience:
- Vacation Rental : 1 year (Required)
Language:
Shift availability:
- Night Shift (Required)
- Day Shift (Required)
Work Location: Remote
