Airbnb Guest Experience Specialist

We are seeking candidates who are not pursuing secondary employment, as this position requires full commitment as their sole job. We are looking for a Rockstar Virtual Assistant who is excited to join a scaling Airbnb vacation rental management company that covers properties in California and Washington in the United States.

REQUIREMENTS (please do not apply if you do not meet the requirements):
-Must have Airbnb/STR Experience
-Very strong English skills are required, which includes reading, writing, and speaking
-High level attention to detail
-Amazing problem-solving and customer service skills
-Strong desire to learn and grow with us long term
-Someone who takes initiative
-Some sort of experience in the short-term rental space, and knowledge of OTAs and PMS’.
-BONUS: experience working with Hospitable, Pricelabs, Intellihost

JOB OVERVIEW
• Your primary job function will be guest messaging, negative review removal through appropriate channels, dispute resolution, and guest inquiries
• Manage new client onboarding, including creating and editing listing descriptions, guidebook creation and updates, integrating various software platforms, initial supply ordering, etc.
• Coordinate with vendors for each property: cleaning team, maintenance team, pool and hot tub technician, etc.
• Track household supply levels, order supplies when low, and expense tracking for orders.
• Manage monthly client invoicing and vendor payouts.
• Oversee revenue management for all properties
• Client prospecting

We use the following platforms, and experience with these are a plus: Microsoft suite (Word, Excel, PPT), Hospitable, PriceLabs, Intellihost, Google Drive, Canva, Schlage Locks, Ring, Stayfi

QUALITIES NEEDED FOR SUCCESS
• ORGANIZATION – You are a lover of organization, process, and systems and enjoy looking at systems through the lens of making them better and more efficient.
• RESOURCEFULNESS – You thrive in situations when you have little information, must figure out what question you are trying to solve for, and use your creative problem-solving skills to find the information needed to complete a task.
• PROACTIVE – You will do much of your work independently, so we expect you to be proactive, anticipate needs and downstream impacts of decision, and set and meet deadlines. Capable of working autonomously to complete assigned tasks with minimal supervision/direction.
• INTEGRITY - You are a good fit if you can be honest with your fellow team members. Open communication and honesty are paramount to myself and the team. If you aren’t able to hit a deadline or make a mistake, be upfront about it, we are all human after all.
• COMMUNICATION – Eventually, we will be asking you to monitor the guest messaging, and communicate directly with guests. We always work to solve guest issues in a kind and courteous manner.

If this position sounds like a fit, please apply! Please include your CV, a video introduction, number of years you worked at Airbnb and your role, and any other relevant information you would like us to know, and add the term “Guest Experience” in the subject line. We are looking to hire someone ASAP!