Airbnb Virtual Guest Relations Assistant

KOMFFY LLC is a fast-growing company active in the hospitality business in South Florida (USA). We are currently seeking to hire an experienced Airbnb Virtual Guest Relations Assistant (Experienced Airbnb Co-Host) to manage our 3 short-term rentals in South Florida and help us to continue delivering exceptional guest experience to maintain our Airbnb SuperHost Status.

1. Responsibilities
- Quick and accurate responses to all guest inquires (within 1hour max);
- Dealing with Guests inquiries, requests and complaints & keeping track of reviews;
- Assist guest via messaging and phone conversations in a professional and understanding manner;
- Coordinating cleaning team and greeting team for the check-ins of the guests;
- Open communication with the on-site property management team;
- Develop thorough knowledge of all unit locations, unit layout and Resort amenities;
- Communication with on-site property management team for urgent issues that need to be reported;
- Manage guest supplies inventory and purchase supplies when needed;
- Get as many reviews as possible to increase the ranking place in Airbnb search engine;
- Keep the check-in instructions, house rules, house manuals and FAQ up to date;
- Help populate internal databases and contribute to the ongoing learning of the team by documenting your learnings diligently;
- Must be open to flexible working hours with the ability to work evenings and weekends as needed;
- Ability to be flexible and adaptable to policy and procedural changes.

2. Qualifications, Skills and Experience
- Understand North American customer service standards;
- Hospitality or short-term rental industry (Airbnb/Vrbo) experience is required;
- High organizational skills;
- A proactive approach to problem-solving with strong decision-making skills;
- Highly responsible, reliable and collaborative and action/solution-oriented;
- High proficiency in the English language (spoken and written);
- Strong understanding of Google Suite and other mainstream software tools or apps;
- Keep up with industry trends and local regulatory environments;
- High-speed internet connection.

If you are interested in the following position, please complete the questions below to help us get a better understanding of your skills set and qualifications. Also, please specify if you have any other skills or expertise (i.e: social media, SEO, digital marketing, video editing, graphic design, etc.). When answering the questions, please be as specific as possible. When you have completed the questions, please attach it to your message, along with your ---------- l me about your communication skills.
1. What do you love most about assisting customers?
2. How would you handle an upset customer and calm him/her down if the guest checks in on time and you forgot to schedule the cleaning?
3. How would you handle a guest that tries to access the unit with passcode (Smartlock) and passcode is not working and guest is locked outside the unit?
4. What would you do if you lose electric and/or internet connection?
5. What are the specific actions you take to increase the chances to get a 5 stars review from guests?