Airbnb Guest Support

About Us:
We manage a fast-growing portfolio of 30 properties and are dedicated to providing world-class guest experiences. Our team is focused on delivering exceptional guest experiences through organized, system-based processes. We’re looking for a self-starter with excellent problem-solving skills, a friendly and personable attitude, and a genuine passion for creating memorable stays for our guests.

Position Overview:
You’ll be responsible for all aspects of Guest Satisfaction and Guest Experience during a guest’s stay. This role requires strong communication, organization, and interpersonal skills. You will need to work independently, handle pressure, and adapt quickly to changing situations.

Key Responsibilities:
- Respond to guest inquiries via messaging platforms, text, email, and phone
- Manage reservations, cancellations, and calendars
- Resolve disputes with platforms
- Coordinate repairs, maintenance, and other property issues as needed
- Work with vendors, cleaners, and maintenance teams
- Order supplies as necessary
- Learn and understand all our properties in detail
- Create Canva ads, posts, and stories for property promotions (when needed/assigned)
- Onboard new cabins and enter information into OwnerRez
- Create templates and triggers in OwnerRez for properties
- Post availability and advertisements in local Facebook groups (when needed/assigned)
- Update Touchstay Guides for new cabins
- Assist with ad-hoc projects as needed

Requirements:
- Customer service experience with strong English skills (reading, writing, and speaking) is a must
- Bonus: Prior experience in Airbnb customer support or short-term rental (STR) property management
- Bonus: Experience with OwnerRez, Touchstay, ClickUp, StayFi, Besty, Google Suite (Docs, Sheets), OpenPhone, WhatsApp, GroupMe, Pricelabs, Key Data, Slack, Notion
- Exceptional problem-solving and interpersonal skills
- Ability to work independently, under pressure, and adapt quickly
- Strong customer service orientation

Application Instructions:
To apply, please submit:

1. A 2–3 minute video answering the following:
- Describe a time you resolved a challenging guest or customer issue. How did you handle it?
- How do you handle multiple urgent tasks or requests at the same time?
- What steps do you take to learn new systems or processes quickly?
How do you stay motivated and productive when working independently?

**PLEASE DO NOT READ YOUR ANSWERS, THANK YOU!**

2. Attach the link to your resume.

**Important: Include the term STR-VA-1112 in the subject line or first line of your application. Failure to follow these instructions will result in your application not being considered.**

We look forward to finding someone passionate about delivering exceptional guest experiences!