Guest Communications Manager

Personal Assistant: Will be responsible for any tasks assigned by Gianina and Christopher. This will range from personal tasks to business tasks.

Support Agent Role (RELIEVER ONLY): Manage and provide communication with guests/tenants (prospective & confirmed), coordinate maintenance & cleaning for all managed properties, and various administrative work using a variety of somewhere and methods of communication. Any tasks that the Company ask for as it relates to their business, the Support Agent is expected to complete with proper training and explanation from the Company. Support Agent should show initiative and also offer to take on tasks or suggest changes for the business to the Company.
II. Responsibilities

SUPPORT AGENT AGREES TO FOLLOW AGENT DUTIES AS SPECIFIED BY the Company Including and not limited to the following:
2.1. Respond to all guest inquiries and internal chats immediately, this includes answering all questions and includes all read and unread messages. This is the company priority and should not be secondary to other tasks. If training or assisting another employee or support agent, these tasks can be incorporated as the training and never ignored.
2.2. Archive all messages once all guest questions are answered and necessary information is provided.
2.3. Responsible for all pre-approval and approval inquiries using all protocols on WIKI/Knowledgebase.
2.4. Review inbox for missed messages (even ones marked as “read” or pre-approved) and expired/not possible/ canceled inquiries (on all platforms). This includes following up with guests that have not answered.
2.5. Always have browser windows open as per agent duties. All messages have to be answered using the associated PMS platform upon logging in.
2.6. Keeping track of emails from ---------- and reply accordingly within the past 6 calendar days.
2.7. Responsible to contact support from each platform if involvement is required i.e. damaged items in the units caused by the guest.
2.8 Support Agent will have access to Company Slack and Asana to keep up with tasks assigned. The Support Agent must have Slack and Asana open from start to end of shift.
2.9. Responsible for writing responses to guest reviews and ensuring no guest reviews are missed.
2.10 If reviews are less than 5 stars, the Support Agent will need to submit these to Airbnb for review and request to be removed from the listing.

Cleaning & Maintenance

2.11. Responsible for tracking unidentified guest in the properties using various apps that the Company will provide to the Support Agent and making sure all cameras are working on a daily basis for applicable properties
2.12. Responsible for coordinating cleaners to all units.
2.13. Responsible for coordinating maintenance and/or repairs to all units.
2.14. Keep track/manage all work orders through Asana.
2.15. Keep track and monitor cleaning reports/checklists, video and picture evidence
Personal Assistant
2.16 Must acknowledge tasks assigned
2.17 Must communicate when tasks are completed
2.18 Must track time and announce how long each task took to complete
2.19 Responsible for submitting timesheet report with tasks completed every 15th and end of the month

III. Compensation

3.1. AS NEEDED BASIS: Hourly rate: $4.375 USD per hour.
3.2. After completion of training ( 2 weeks). Monthly Salary will be paid using the Remitly app on the 15th and end of each month.
3.3. Pay Increase: A full time support agent working for a total of one year from the start date of this contract will undergo a performance review where a pay increase will be discussed and decided.

Must have following skills

High level of customer service

Airbnb app

Property management apps

Team player

High initiative

Must be reliable

Education background is required

Must be available to work 12 hour shifts