We are seeking a full-time, tech-savvy Customer Support Representative to assist our AirBnB clients.
Bonuses Paid in additional to hourly rate.
The ideal candidate will possess strong communication skills, be knowledgeable about the AirBnB platform, and have a customer-focused mindset. Familiarity with free Wave bookkeeping software is a significant advantage. You will handle inquiries effectively, resolve issues, and ensure an exceptional customer experience. If you're enthusiastic about travel and hospitality, we want to hear from you!
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Guest Management & Communication:
- Respond to guest inquiries and messages promptly.
- Handle guest bookings, questions, and special requests.
- Send pre-arrival, check-in, and check-out instructions automatically.
- Handle guest reviews and respond to feedback.
- Manage any guest issues or complaints during their stay.
Listing Management:
- Update listing descriptions, photos, and amenities as needed.
- Optimize listing titles, descriptions, and photos for better performance.
- Monitor and adjust pricing strategies using tools like Hospitable Dynamic Pricing, Price Labs, Beyond Pricing.
- Update calendar availability across multiple booking platforms.
- Ensure consistency of listings across Airbnb, VRBO, Booking.com, Furnished Finder etc.
Operations Coordination:
- Schedule and coordinate cleaning services between bookings.
- Communicate with cleaners and maintenance staff for urgent tasks.
- Organize property maintenance and repairs as needed using tools like Monday
- Track inventory of essential supplies and reorder when necessary.
Guest Experience & Automation:
- Set up and manage automated messages using Hospitable or other tools.
- Prepare welcome guides and house manuals for guests.
- Assist with creating personalized recommendations for local attractions and dining using Google Maps and ScribeHow.com.
- Coordinate any concierge services for guests (e.g., airport pickups, reservations).
Booking Optimization:
- Monitor booking performance and suggest improvements.
- Research competitors to ensure competitive pricing.
- Implement special promotions or discounts to increase bookings.
- Track KPIs like occupancy rates, average daily rate (ADR), and booking lead times.
Customer Support & Reviews:
- Promptly respond to all reviews and guest feedback.
- Address negative reviews in a professional manner.
- Request and encourage positive guest reviews.
Administrative Tasks
- Create and manage Slack for team communication
- Keep financial records of bookings, expenses, and payments.
- Track incoming payments and overdue balances.
- Prepare income and occupancy reports.
- Manage insurance policies and relevant documentation.
- Light bookkeeping in free version of Waveapps
- Create invoices in Zoho invoices
- Use Tools: Slack, Monday, ClickUp, Trello, Notion, ChatGPT, Google Sheets, Google Docs, PriceLabs, Hospitable, Gmail, Canva, Excel, Word, Go High Level
- Social media posting on Instagram, TikTok, YouTube
- Email management
Marketing & Growth:
- Assist with social media marketing, such as posting on Instagram or Facebook.
- Coordinate email marketing campaigns to past guests.
- Manage partnerships with local businesses (e.g., cafes, tours) for cross-promotion.
- Assist in creating direct booking channels and websites.
Special Projects:
- Help create new Airbnb listings by collecting property details.
- Assist with onboarding new properties, ensuring all steps are completed.
- Conduct market research to identify potential new locations or properties.
- Help plan for expansion by researching property acquisition or rental opportunities.
Guest Support During Stay:
- Troubleshoot guest issues like internet or appliance problems (by liaising with local support).
- Handle emergency calls or issues, coordinating appropriate on-site help.
- Ensure guests have access to self-check-in and offer support if issues arise.
