Job Posted: 18.11.2021 8:23:34
Air b n b Guest Relations Manager – Remote Job Description We are seeking an Air b n b Guest relations manager that can operate the online bookings and guest management of our busy Airbnb/Short Term Rental Management company; The Guest Relations Manager role is well suited for someone who has extremely high attention to detail, organizational ability, and passion for working with people from around the world. If you are hard-working, empathetic, and solutions-oriented, this is the position for you! Responsibilities • The individual is to self-manage themselves and use their initiative • Ensure that there are no gaps of support within the guests online booking experience. • Resolve escalated guest questions and requests • Screen Potential Guests • Resolve guest’s issues in Airbnb. • Respond To Guest Inquiries • Report maintenance and damage issues to guests and/or Air b n b. • Communicate and escalate issues to Management • Achieving 5-star ratings and Super host Status • Write and respond to guest reviews on Airbnb, VRBO or other platforms • Stay on top of and maintain consistent guest communications • Calendar management • Stay on top of nightly rates and keep pricing competitive • Create, maintain and share with guests, each property Manual/guest handbooks and/or Guide books. Quality Control (30%) • Review processes, correspondence with customers, and customer trends to drive best customer service possible • Review guest and resident messages to track requests and open issues • Audit listings for correct amenities, policies, and copy • Monitor customer reviews, post public replies, and identify trends • Analyze and interpret data to improve processes and enhance guest experience Customer Support (40%) • Model enthusiastic and personalized customer service to Airbnb guests and residents during the booking process, pre-stay, during their stay, and post-stay • Proactively recognize and solve issues before becoming problems • Coordinate with our city field teams to resolve issues on the ground and provide ongoing updates to guests and residents Qualifications • Superb communication, attention to detail, and organizational skills • 1-3+ years experience in the customer service industry • 1-3+ years experience in the hospitality/property management industry – including direct experience working with hotel guests, Airbnb travelers, etc. • Proficient in Microsoft Office and Google Suite products, Excel not compulsory but preferred. • Associates or Bachelor’s degree a plus • Familiarity with OTAs, Channel Managers, and PMS strongly preferred Skills and Expertise • Good communicator virtually • Excellent customer service skills • Strong writing and administrative skills Experience • Previous work as an Airbnb, Property Manager, virtual Assistant, or customer service hospitality adviser. Ability to multi-task and meet deadlines. Ability to see the big picture and execute day-to-day tasks while keeping a pulse on bookings and guest inquiries.