Experienced Hospitality Customer Service Manager – Short-Term Rental Properties & Guest Experience

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About arenaflex

Welcome to arenaflex, Milwaukee's premier provider of fully furnished housing solutions and one of the fastest-growing hospitality companies in the Midwest. At arenaflex, we specialize in creating exceptional temporary housing experiences for business travelers, vacationers, relocators, and anyone seeking comfortable, move-in-ready accommodations for short-term stays. Our portfolio spans over 80 meticulously maintained units throughout downtown Milwaukee, and we've recently expanded our operations to include 20 premium properties in Chicago. We advertise our exceptional properties on leading travel platforms including Airbnb, Vrbo, and Booking.com, consistently maintaining outstanding ratings and guest satisfaction.

At arenaflex, we believe that every guest deserves a seamless, memorable experience from the moment they book their stay until checkout. Our commitment to excellence has made us the go-to choice for furnished housing in the Milwaukee and Chicago markets, and we're continuously seeking talented individuals who share our passion for hospitality and customer service excellence.

Position Overview

We are currently seeking a dedicated and experienced Hospitality Customer Service Manager to join our dynamic team at arenaflex. This is a part-time position requiring 20 hours per week, scheduled from 1:00 PM to 5:00 PM CST, Wednesday through Sunday. This role offers excellent flexibility and the opportunity for additional hours as our company continues to expand and grow.

The ideal candidate for this position will possess a natural flair for exceptional customer service, strong attention to detail, and the ability to thrive in a fast-paced, dynamic environment. You will be the primary point of contact for our guests, responsible for ensuring their stays exceed expectations and that any concerns are addressed promptly and professionally. This position requires someone who is technologically savvy, highly organized, and capable of multitasking while maintaining a positive, professional demeanor.

Key Responsibilities

Guest Communication and Service Excellence

• Provide exceptional customer service to all arenaflex guests across our property portfolio, ensuring every interaction reflects our commitment to hospitality excellence


• Conduct thorough guest screening to ensure the safety, security, and compliance of all reservations with arenaflex and property partner requirements


• Offer personalized booking suggestions, manage reservation alterations, and oversee all aspects of guest reservations from initial inquiry through checkout


• Master our digital communication systems to efficiently manage guest communications across multiple channels including messages, emails, phone calls, and text messages


• Respond to guest communications promptly, maintaining a friendly and efficient manner while representing the arenaflex brand professionally


• Handle guest complaints with empathy and professionalism, conducting thorough research and negotiating solutions that ensure guest satisfaction


• Troubleshoot technical issues including maintenance requests, technology problems, lockouts, and various other guest issues that may arise during their stay

Operational Coordination

• Schedule and monitor repairs and maintenance needs while effectively coordinating with guests, arenaflex staff, property partners, vendors, and other stakeholders


• Collaborate closely with our Field Team to coordinate property turnovers and ensure properties are guest-ready for incoming reservations


• Serve as the primary point of contact for property partner communications, maintaining strong relationships and ensuring alignment on operational standards

Marketing and Quality Assurance

• Manage listing marketing across all platforms and make necessary revisions to optimize visibility and booking conversion rates


• Analyze guest reviews and feedback to identify opportunities for continuous improvement in our guest experience


• Oversee social media presence and participate in periodic public relations activities to enhance the arenaflex brand

Essential Qualifications and Skills

Core Competencies

• Exceptional customer service presence with a consistently positive attitude and genuine desire to help guests


• Excellent communication skills, both written and verbal, with the ability to communicate clearly, professionally, and empathetically


• Strong organizational and time-management skills with the ability to prioritize tasks effectively in a deadline-driven environment


• Excellent multi-tasking abilities with the capacity to handle multiple guest inquiries and operational tasks simultaneously


• High technological proficiency with efficient navigation of web browsers, applications, and various digital platforms


• Proficiency in productivity software including spreadsheets, word processing documents, and similar operational tools


• Ability to work independently while also collaborating effectively as part of a team

Technical Requirements

• Reliable smartphone capable of downloading and running necessary applications


• Personal computer or laptop capable of efficiently running multiple browser tabs and applications simultaneously


• Consistent high-speed WiFi connection


• Ability to respond to guest messages within 5 minutes or less during scheduled work hours

Experience and Education

• College diploma or equivalent educational background


• Minimum 2+ years of experience in customer service, hospitality, or a related field


• Previous experience in short-term rentals, hotels, or vacation rental management is highly preferred


• Must be willing to work 5 days per week, including weekends and holidays


• Ability to pass a comprehensive background check


• 2-3 professional references from past or current supervisors


• Various additional onboarding requirements as specified

What We Offer

Compensation and Benefits

• Competitive pay rate starting at $20.00 per hour


• Flexible scheduling with predictable hours that support work-life balance


• Remote work environment allowing you to work from the comfort of your home


• Growth opportunities as arenaflex continues to expand in Milwaukee, Chicago, and potentially additional markets


• Professional development in the rapidly growing short-term rental and hospitality industry

Work Environment and Culture

At arenaflex, we foster a collaborative, supportive culture that values excellence, innovation, and genuine hospitality. Our team members are empowered to make decisions that enhance guest experiences, and we celebrate successes together. As a part-time team member, you'll be integral to our operations and guest satisfaction, with your contributions directly impacting our reputation and growth.

This position offers a 4-hour day shift schedule with consistent weekly hours, primarily during afternoon and early evening hours. You'll be part of a team that operates 7 days a week, ensuring our guests receive the exceptional service they expect from arenaflex.

Application Requirements

To be considered for this position, candidates must be able to answer "Yes" to the following questions:

• Do you have a reliable smartphone that can download apps, and a laptop that can run dozens of browser tabs simultaneously?


• Do you have availability from 1:00 PM to 5:00 PM CST Wednesday through Sunday?

Join the arenaflex Team

If you are a motivated individual with a genuine passion for customer service and hospitality, we encourage you to apply for this exciting opportunity at arenaflex. This is a fantastic chance to join a growing company in the hospitality industry, develop your skills, and make a meaningful impact on guest experiences.

We value diversity and inclusion and are committed to creating an equitable workplace where all team members can thrive. Previous experience in short-term rental management is a plus, but we welcome applications from all candidates who demonstrate the necessary skills, attitude, and commitment to excellence.

Apply now to become part of the arenaflex family and help us continue to deliver outstanding hospitality experiences to guests across Milwaukee and Chicago!