Short Term Rental Guest Coordinator (Airbnb)

COMPANY DESCRIPTION
Midtown Stays ( ---------- ) manages a portfolio of short-term rental properties in Midtown and Downtown areas that are rented on a nightly basis. Since November of 2015 we have successfully accommodated almost 22,000 guests. Are properties are located primarily in the USA although we have plans to expand internationally as well. We cater to business travelers and leisure travelers alike that are looking for consistent accommodations and prefer our properties over those they would find at a hotel.

Midtown Stays also partners with other owners and investors to provide the best of our services with their on the ground team. We use our rockstar receptionist team and everything we’ve learned to manage properties remotely to partner with others, manage their guest reservations, and coordinate with their on the ground team. You can see [more info about that here]( ---------- )

OUR COMPANY CULTURE
- We are a fun, young company growing quickly
- We value open communication and adding humor whenever possible - we use a program called “Slack” to help facilitate all of our communications and to ensure that everyone is always on the same page
- Our team is spread out over the USA and internationally so each member is self-driven and empowered to handle their own responsibilities without being micromanaged

JOB DESCRIPTION:
As one of our *Rock Star Guest Receptionists* you will be helping us manage all things related to our short-term rental reservations. Some of the normal daily tasks are outlined below. We’re looking for a patient, easy going guest service representative to help manage short term rental reservations. The ideal candidate will be familiar with the hotel industry and booking websites like Airbnb, VRBO, [ ---------- ]( ---------- ). You're welcome to view some of our properties at [ ---------- ]( ---------- )

NORMAL EVERYDAY TASKS WILL INCLUDE:
- Guest communications: answer questions, resolve disputes, process refunds, monitor reviews
- Communicate with the team to resolve any issues via slack
- Book new reservations as well as process date alterations and cancellations
- New listing creation and updates to existing listings
- Assistance onboarding new properties and acquiring the necessary information
- General property and market research
- Continued education via youtube channels, forums, and podcasts
- Online research on various topics

REQUIRED HOURS:
- 7:00am - 3:30AM CST in USA (8 hours a day) 3:00pm - 11:30pm CST (USA)
- Thursday - Monday (five days a week)
- Please note that the shifts will change one hour once per year when the USA has daylight savings time
- Please note that Holidays are some of the busiest times for us in the hospitality industry - paid time off (if eligible) is not allowed during holidays

REQUIREMENTS:
- Experience in Hospitality or Guest Services/Support
- Fluent in written and spoken English (You will be speaking to guests on the phone occasionally)
- Access to stable high-speed Internet with a backup internet option
- Must have their own computer
- Must have access to a VPN (Virtual Private Network)
- As a condition of your employment candidate must not have any other employment during our scheduled hours (we will be your sole employer)

COMPENSATION:
$600 - $800 MONTH (Negotiable Salary based on shift schedule and experience)
- Payments will be made through "Payoneer"
- Employment will be temporary for the first 90 days*
- Assessment at 90 days
- If you meet all expectations after 90 days, we will continue on with your contract. Re-assessment will be scheduled on your 6th month with us.

If you are interested in this position please respond back via email to ---------- and answer the following two questions:

1. How would you respond if a guest asked you to refund them their entire 3 night reservation because they were unhappy with the cleanliness of their rental? (but they didn't mention anything to us during their stay)

2. If one of our guests sent us a message saying that the neighbor (who is also one of our guests in another one of our properties) was being too loud at night, how would you go about resolving the issue?

Please let me know what questions you have, I look forward to hearing from you! Gina

You can see our company website here: ----------