Description
Company Overview
Lodgeur provides stylish, furnished apartments for short- and medium-term stays. Guests can book a Lodgeur apartment just like they would a hotel—online, in minutes, with instant confirmation. Since 2019, we’ve hosted 20,000+ guests and earned 2,500+ five-star reviews. We’re growing 50% this year and growing our team to support that growth.
Position Summary
We're looking for a detail-oriented Sales & Guest Services Associate to join our growing team and take ownership of our guest experience during South Africa night hours. In this role, you'll be the go-to person for handling inbound sales inquiries, managing guest communications across multiple channels, coordinating with our housekeeping and operations teams, and ensuring every guest has a seamless stay from booking through check-out. You'll work independently to solve problems quickly, follow established processes while identifying opportunities for improvement, and play a key role in maintaining the high standards that set Lodgeur apart in the short-term rental market. This position is perfect for someone who thrives on getting things done efficiently, enjoys direct guest interaction, and wants to make a measurable impact on a fast-growing hospitality company.
Responsibilities
Sales
- Respond to inbound sales inquiries received via phone, email, online chat, and SMS
- Log guest information in our CRM and follow up through their preferred channel
- Create quotes for guests to book online—or manually create reservations when needed
- Help match guests with the right apartment based on their needs and stay dates
- Contact local companies, hospitals, and other organizations to promote Lodgeur's housing solutions
- Research local competitors and suggest improvements to pricing, service, or listings
Guest Services
- Provide fast, friendly support to current and future guests
- Help with check-in issues, payment problems, and apartment access
- Spot and flag suspicious activity like declined payments or risky bookings
- Upsell early check-in, late check-out, and other extras when available
- Ask guests for reviews and respond to feedback in a helpful, professional tone; keeping all review responses up to date
- Keep our guest-facing Help Center and internal SOP playbook up to date
- Escalate complex or urgent issues when needed
Operations & Cleaning
- Schedule cleanings and communicate with housekeepers
- Review cleaning photos and checklists to make sure apartments are guest-ready
- Track and report maintenance issues or missing items
- Monitor status of keys, open maintenance issues, and inventory levels
- Place orders for supplies when needed
- Ensure digital lock codes are accurate and synched
- Report connectivity issues and low battery levels
New Property Setup
- Help prepare new apartments for guest stays
- Place and track orders for supplies, furniture, and equipment
- Follow up with vendors and update order status in our systems (e.g., delivered, delayed)
- Coordinate with the Ops team and photographer to schedule apartment photo shoots
- Create and update property listings in our systems and on platforms like Airbnb
- Set up new properties in our other tools, such as housekeeping and pricing platforms
Admin & Reporting
- Follow up on unpaid reservations or guest balances
- Adjust pricing in our pricing software
- Help with reporting and light bookkeeping
- Assist the General Manager and founders with ad hoc projects
Qualifications
- You have 2+ years of experience in customer service, sales, or virtual assistant roles—preferably in hospitality or property management (bonus points if you've used Mews PMS)
- You're conscientious—you double-check your work and keep things organized
- You're detail-oriented and follow through on what you say you'll do
- You're adaptable, even when things change quickly or unexpectedly
- You're friendly and confident on the phone—not afraid to call guests or vendors
- You speak and write excellent English
- You're comfortable working with U.S.-based customers, including upset or high-stress guests
- You're tech-savvy and quick to learn new apps and systems
- You're reliable—your team can count on you
- You're looking for a long-term role with a growing company
Compensation & Benefits
Hourly Rate: $8.00 - $11.00
Benefits
- Paid time off such as PTO, sick days, and vacation days
Schedule
Remote (South Africa); 4pm–2am local time, 4 days per week