Listing Optimization and Night Audit Specialist- Short Term Rentals

Title: Listing Optimization, Claims, Overnight Audit, and Communications Agent

The Listing Optimization, Claims, Overnight Audit, and Communications Agent ensures the integrity and appeal of our short-term rental listings, effectively manages guest communication overnight, accurately processes and tracks claims, and completes thorough nightly audits to uphold operational excellence.

Company Overview: Surge Revenue Management is a premier vacation rental provider based in San Diego, CA. We are dedicated to offering personalized and memorable experiences for our guests, while also ensuring that property owners receive exceptional service. Our company values revolve around hospitality, integrity, excellence and ownership/accountability.

Responsibilities:
Listing Optimization:
Audit property listings regularly, ensuring accuracy, clarity, and attractiveness.
Enhance listings by adjusting descriptions, amenities, and visual content to maximize bookings.
Track listing performance metrics and implement data-driven improvements.
Claims Management:
Process, track, and resolve guest damage claims efficiently and accurately.
Communicate with guests, insurers, and platforms (Airbnb, VRBO, etc.) professionally and clearly.
Document and escalate issues to appropriate teams as needed.
Overnight Audit:
Conduct nightly audits of reservations, payments, and guest interactions.
Verify data consistency and flag discrepancies or errors for resolution.
Generate audit reports summarizing nightly operational status.
Overnight Communications:
Provide prompt and professional responses to guest inquiries and issues overnight.
Handle emergency situations and manage escalations as needed.
Ensure guest satisfaction and quick resolution of concerns through clear communication.
Maintain detailed records of all guest interactions and follow-up actions.

Results:
Improved listing visibility and increased booking conversions.
Timely resolution of claims, minimizing financial and reputational impact.
Enhanced operational efficiency through accurate overnight audits.
High level of guest satisfaction achieved through responsive overnight communication.
Requirements:

Skills:
Strong communication and problem-solving skills with the ability to multitask and handle high-pressure situations effectively.
Knowledge: Understanding of vacation rental operations and best practices in customer service.
Experience: Previous experience in a guest services or hospitality role preferred.
Personality: Friendly, empathetic, and proactive, with a genuine passion for delivering outstanding guest experiences and upholding company values.
Entrepreneurial Ownership: We value teaUpgrade to see actual infombers who go beyond the mindset of an employee, embracing the business as their own. These individuals take initiative, think like entrepreneurs, and drive the company’s success with the same passion, commitment, and accountability as a business owner, always striving to create lasting impact and growth.