Guest Experience Specialist

Location: Remote (Preferably in a time zone that can accommodate EST)

Job Type: Full-Time

Work Schedule:
Days: 5-6 days per week
Hours: 55-60 hours weekly
Shift Range: Between 7:00 AM EST and 2:00 AM EST (varying shift times)

Compensation: Hourly wage - $4-$6/hour + bonuses based on experience and performance.

About Us:
We are a dynamic and rapidly growing short-term rental management company operating in both the USA and Canada. We pride ourselves on providing exceptional service to our guests and ensuring our properties are maintained to the highest standards. We are looking for a dedicated and proactive Virtual Assistant to join our team and help us achieve our goals.

Job Responsibilities:
1. Communicate with guests through our property management system
a. Answer questions from current, incoming, and inquiring guests using our property information sheet
b. Ensure all guests have received their access codes prior to arriving at the property
c. Respond to guests requiring assistance in gaining access to the property
d. Give recommendations of places to eat and things to do that are relevant to the guest, using our canned responses
2. Manage the cleaning and supplies
a. Review the cleaning schedule on a daily and weekly basis
b. Verify cleaners arrive by 12:30 pm EST
c. Review photos from cleaners to ensure the property is complete
d. Manage supplies and reorder when needed
3. Process all resolution claims
4. Coordinate property maintenance
5. Monitor battery levels (locks and cameras)
6. Review property video recordings daily to ensure compliance with house rules
7. Process all vendor payments
8. Prepare weekly expense reports
9. Preparing monthly owner reports
10. Ad-hoc data entry projects

Results:
1. Maintain a review rating of 4.8 or higher (8 or higher on Airbnb)
2. Maintain 100% response rate to all inquiries
3. Maintain a response time of 12 minutes or less for all inquiries

Requirements:
1. Prior experience in guest support with Airbnb
2. Very strong written and spoken English language
3. Extreme attention to detail
4. Outstanding customer service
5. Excellent typing, including speed and accuracy
6. Ability to problem solve
7. Read critically
8. Ability to work with multiple technology platforms like Google Drive, ---------- , Google Docs, Google Sheets, and WhatsApp

Application Process:
To apply, please submit your resume, including past experience relevant to this role. The hiring process will include a two-step interview followed by a paid training period.

How to Apply:
Please send your resume and a brief cover letter explaining why you are the ideal candidate for this position.

We look forward to receiving your application and potentially welcoming you to our team!