Concierge

Our Concierge Team is the public face of Suiteness – we are here to connect with our guests to help them have a fantastic experience before, during, and after their stays. We also work closely with our hotel partners and their staff, ensuring a great working relationship between Suiteness and the hotel along with making sure guest stays go smoothly.

We have a great respect for the relationship between Suiteness and our guests, making sure we are always working to give them a professional and personal travel experience. The role of the Concierge is in an ever-changing environment that requires individuals to be flexible, detail-oriented, as well as level-headed under pressure. Those who thrive are constant solution seekers, personable and extroverted personalities, and work well in a fast-pace workplace. We have an extremely fun and fulfilling position in the company, and our team works closely together to bring that environment to our customers and hotel partners!

Concierge Role

• You will be communicating via email, phone, and multiple platforms (such as Airbnb, VRBO, Basecamp, Chatwoot, & Google systems) with customers and hotel partners to assist with questions and bookings.
• Making sure that our customers have the best trip possible, their check-in should be smooth and we should be there to help if any issues do arise.
• Helping customers with hotel information, questions about their reservation, modifications, and ancillary information (such as local dining, transportation, activities for their stay).
• Maintain a great working relationship with our hotel partners and learn about our inventory and hotel information as you grow in the role.
• This is a full-time position on a team of passionate and fantastic people. You will be working in a tech, data, and customer focused environment.
• Our scheduling is not the typical Monday-Friday. Our team needs to have someone online 7 days a week, so the schedule is built around that need. You will be scheduled on some weekends; however, this is still a 5 day/40 hour a week position. Holidays will also be scheduled based on an on-call structure.

Benefits

• We are unique in that we cover 100% of insurance premiums for not just employees but for families too. We have great base plans and upgrade options that include HSA, with employer contribution, and FSA. We also have comprehensive vision and dental coverage.
• Unlimited time off – we don't count vacation time.
• We also provide life, and short/long term disability coverage.

About Suiteness

Suiteness makes it easy for friends and families to book multiple bedrooms at a hotel. We started in 2012 and are a fully remote company. We have grown into a multi-faceted business of hotel partnerships, tech-forward systems, and an awesome customer experience. We value the following ideals:

• Open and honest communication - Everything we do is for the team as a whole, and we all have a great relationship with one another.
• Work-Life balance - We love what we do & do great work when we are here, but we also extremely value family and personal time away. We know that happy people do their best!
• Respect and positive work environment – Trusting each other to do what needs to be done daily, assuming responsibility for your role and duties, and being self-motivated in your work while also being able to rely on a great team of people to make the company flow seamlessly between all departments.
• Humble craftspeople - We want to be the best at what we do, our focus is on doing the best work and always learning. We have created a personable team of people, and always foster creativity and enjoyment in the job.

Requirements

• Located in either PST or MST time zones, not required to be in the US. • For the set of time zones, we are looking for someone's working hours to fall in the 9am – 5pm Mountain Standard Time window. For our concierge team there is on-call time at the end of the day that can go to 9pm. • English language proficiency.
• Must have reliable internet access capable of supporting video and audio chat. • Must be tech-savvy, quick to find solutions, a people-person, and extremely self-motivated in completing your work in a timely matter.
• Experience or Degree in hospitality, business, tech, or customer service is a big plus.
• You will be working fully remote and expected to be providing excellent service to guests, our internal team, and hotels during your online time. Concierge team is only 2 people, so you will be expected to work your days solo (once fully trained). Our Development and Hotel Data teams are online Mon-Friday for help and questions, with an on-call developer available for questions or urgent support on weekends. Concierge team manager and our CEO are also contactable for questions.
• Highly flexible as the role may require hours outside of assigned working hours - this role is about completing tasks vs completing hours.
• Individuals that are able to maintain speed and accuracy in fast-paced situations.
• A reliable, kind, patient, and personable persona. This is a person-focused role and you will be communicating with guests and hotels daily.
• We are driven by our love of travel - tell us about your favorite trip in your cover letter!