Airbnb, Vrbo & ---------- Guest and Homeowner Manager| STR

I have extensive experience in the BPO industry in the Philippines, supporting multiple lines of business and delivering high-quality customer service for U.S.-based clients. One of my key roles was with Amazon, where I handled a wide range of customer concerns involving packages, subscriptions, and order-related issues. My responsibilities included tracking deliveries, coordinating with couriers, processing replacements and refunds, managing orders, providing Amazon subscription support, liaising with sellers, and monitoring shipment status to ensure timely resolutions. After my tenure with Amazon, I supported a transportation and taxi service company operating across major U.S. cities, including California, San Francisco, Charlotte, Texas, Chicago, Evanston, Florida, Washington, and Orange County. In this role, I managed ride booking requests, coordinated driver dispatch, resolved fare and billing concerns, handled lost and found reports, and provided general customer support across different time zones. Through these experiences, I’ve developed strong communication skills, sharp problem-solving abilities, and a solid understanding of fast-paced, remote customer support operations. I’m confident in my ability to adapt quickly, handle complex concerns efficiently, and deliver a consistently positive customer experience.

I worked with a co-hosting company specializing in short-term and mid-term rental properties, where I gained hands-on experience in both guest-facing operations and team leadership. My initial role focused on guest communication through calls and messaging, ensuring timely responses and smooth guest experiences. I was also responsible for creating and optimizing listings across multiple platforms, including Airbnb, Roommates, Peerspace, VRBO, Booking.com, and other relevant channels. In addition, I coordinated with maintenance teams for handyman requests and worked closely with cleaning staff to adjust schedules and ensure turnovers were completed efficiently. After just one month, I was promoted to Team Lead, where I managed a team of four virtual assistants (VAs). In this role, I ensured adherence to company policies and standard operating procedures, monitored attendance and task completion, and tracked overall team performance to ensure deadlines were consistently met. Shortly after, I was promoted again to Manager, overseeing a team of five VAs. My responsibilities expanded to include training and coaching team members, providing regular performance feedback, and maintaining team motivation and accountability. I also managed project execution, optimized and updated listings, and continuously reviewed and improved SOPs to enhance operational efficiency. Additionally, I served as the primary point of contact for Airbnb-related concerns and provided real-time support to VAs during shifts. I also handled claims management and review dispute cases, conducted training for newly hired VAs, and delivered regular performance and operations reports to the client to ensure transparency and alignment with business goals.

I worked with Airbnb for over a year under the Community Education team, where I handled general guest inquiries and provided support to ensure smooth and positive guest experiences. After three months, I was upskilled to Resolutions 1 due to strong performance, where I assisted with more complex cases such as cancellations, alterations, review disputes, claims, calendar issues, rebooking requests, taxes, payouts, and other account-related concerns. Within a month, I further advanced to Resolutions 2, where I handled even more complex and sensitive cases, including amenity-related concerns, advanced rebooking options, investigations, and other escalated guest issues requiring deeper policy interpretation and decision-making. Through this experience, I developed a strong and comprehensive understanding of Airbnb processes, policies, and resolution workflows, along with the ability to handle high-pressure situations with accuracy and professionalism.

I have over two years of hands-on experience in property management for short-term and mid-term rental properties. My responsibilities included managing guest communication, coordinating with cleaners and maintenance teams, and ensuring smooth day-to-day operations across multiple properties. I also handled calendar synchronization across platforms such as Airbnb, Booking.com, and VRBO, ensuring accuracy and preventing double bookings. In addition, I maintained and optimized listings to improve visibility and performance, while keeping all details accurate and up to date. Beyond daily operations, I managed escalated guest concerns, filed AirCover claims when necessary, and supported resolution of complex issues to protect both guest experience and property performance. I also trained and guided virtual assistants to ensure consistent processes and efficient workflow across the team. With this experience, I’ve developed strong organizational skills, attention to detail, and the ability to manage multiple properties efficiently in a fast-paced environment. I’m confident in my ability to keep operations running smoothly and support strong hosting performance.

I have extensive experience in creating, managing, and optimizing property listings across multiple platforms, including Airbnb, Booking.com, Vrbo, Peerspace, and Roommates.com. I ensure each listing is fully optimized for visibility, engagement, and bookings by carefully aligning content with platform best practices and search performance factors. I also craft clear, compelling, and guest-focused property descriptions that highlight each space’s unique features and selling points, helping to increase conversion and attract the right audience. My approach is always strategic and detail-oriented, presenting each property in a way that not only informs but also inspires confidence and encourages bookings.

I have hands-on experience managing and synchronizing calendars across Airbnb, Vrbo, and Booking.com to ensure seamless operations and prevent double bookings. I specialize in handling multi-listing properties, making sure all calendars are accurately synced, consistently monitored, and updated in real time. My detail-oriented approach allows me to proactively identify and resolve synchronization issues before they become problems, helping to reduce guest inconvenience and operational disruptions. Calendar management and cross-platform availability coordination are among my core strengths, especially for hosts managing multiple listings and high booking volumes. I focus on maintaining accuracy, efficiency, and reliability to support smooth day-to-day operations and maximize booking performance. This is where I can help your business stay organized, efficient, and ready for growth.

I manage automated messaging workflows for all reservations, including confirmations, modifications, and cancellations, ensuring guests receive timely and accurate communication at every stage of their stay. I also set up structured reminders for check-outs and coordinate directly with cleaning teams to ensure prompt turnover preparation and readiness for incoming guests. This helps maintain smooth operations, reduce gaps between bookings, and deliver a consistently seamless guest experience.

I have a strong background in claims processing, with hands-on experience in reviewing, verifying, and managing claims to ensure accuracy and compliance with policies and procedures. Let’s connect and talk about how I can support your hosting success! I am just a message away!

In my role supporting an Airbnb host with 50+ properties, I regularly managed guest concerns and provided end-to-end assistance before, during, and after check-in to ensure a smooth and seamless experience. I communicate with empathy, clarity, and professionalism, allowing me to effectively de-escalate situations and deliver timely, practical solutions. My approach focuses on understanding guest needs while balancing operational efficiency, ensuring issues are resolved quickly and appropriately. Through this experience, I’ve built a strong foundation in managing guest expectations and consistently turning potentially negative situations into positive outcomes that support both guest satisfaction and property performance.

I have experience preparing monthly host payout reports, ensuring accuracy, completeness, and timely submission as part of the financial reporting process. I carefully review booking data, adjustments, and earnings details to ensure all figures are properly accounted for and aligned with platform records. My focus on accuracy and attention to detail helps support transparent reporting and smooth financial operations for hosts.