Short Term Rental Customer Success Associate

Responsibilities

Guest Communication & Support

1. Respond to all guest inquiries, messages, and booking requests within 5–10 minutes during working hours.

2. Handle guest complaints and issues with professionalism and empathy.

3. Provide detailed check-in/out instructions, local recommendations, and answer FAQs.

4. Escalate emergencies (plumbing, lockouts, etc.) to the appropriate on-call contact or vendor.

LISTING AND PRICING MANAGEMENT

1. Update listings across platforms (Airbnb, VRBO, ---------- , etc.) to ensure accuracy and consistency.

2. Adjust nightly rates, discounts, and availability calendars using pricing software such as PriceLabs.

3. Refresh photos, amenities, and descriptions to maximize conversion.

4. Monitor competitor listings and suggest rate adjustments.

LEAD GENERATION & PARTNERSHIPS

1. Identify and email placement companies, relocation specialists, and corporate housing leads for potential bookings.

2. Track and manage outreach efforts in Google Sheets/CRM.

OPERATIONS & ADMIND SUPPORT

1. Coordinate with cleaners, handymen, and vendors as needed.

2. Manage guest reviews—respond to positive reviews and handle negative ones tactfully.

3. Prepare weekly reports on occupancy, revenue, guest satisfaction, and recurring issues.

4. Assist with direct booking platform management and guest verification.

5. Create or edit guest communication templates, SOPs, and property guides using Google Docs/Canva.

QUALIFICATIONS
1. Minimum 2 years of guest service experience in short-term rentals or hospitality, preferably with exposure to 30+ units.
2. Proficient in managing listings on Airbnb, VRBO, ---------- , and direct booking platforms.
3. Experience with property management and pricing tools such as Hospitable, Guesty, Hostaway, or PriceLabs.
4. Strong command of Google Workspace (Docs, Sheets, Calendar, Gmail), Excel, Canva, and communication tools (google workspace, WhatsApp, Zoom)
5. Excellent written and verbal English communication skills with the ability to handle difficult guest interactions calmly.
6. Reliable high-speed internet and up-to-date computer system.
7. Must be available to work during U.S. business hours and weekends, with flexibility for urgent after-hours guest needs.