Air bnb Guest Experience Managers

Position Title: Guest Experience Manager
Result Statement: I AM ACCOUNTABLE FOR PRODUCING THE FOLLOWING RESULT:
Communicating with guests to guide them through the following;
- Pre-arrival, arrival and exit instructions of the various properties within the company’s
portfolio
- Assist guests with all inquiries related to their stay
- Respond to guests with specific, detailed responses
- Communicate, schedule and follow up with the various tasks involved with the various
cleaning crews, on site hosts and maintenance teams to ensure that the unit is excellent
condition at all times
These results will be accomplished through the establishment and implementation of policies
and systems for the quality assurance of the company’s guests
.
Work Listing
- Strategic Work
a. Evaluate commonly reported problems from guests
b. Evaluate the effectiveness of various scripts (instruction) sent to guests
c. Evaluate and documentation of FAQ’s by guest to be prepared for the same
question in the future
d. Recommend and develop improved systems and tactics to improve the
guests overall experience.
- Tactical Work
e. Provide scripted check in/check out/reminders to all guests
f. Schedule cleanings with various cleanings crews based off the calendar
g. Follow up with cleaning crew to provide wellness checks of the units
h. Respond to all inquiries from guests
i. Schedule maintenance tickets when needed
j. Report damage caused by guest to Operations Director
k. Assist with logistical issues with guests by communicating with leasing staff
(Parking, Noise complaints etc..)
l. Follow up with cleaning crew on replenishable items
Standards
- Position Specific:
a. Never leave a message unresponded to, even if the answer is not found yet.
b. Always follow up with all contacts involving tasks (cleaning, maintenance, leasing
office)
c. Greet the guests with an honorable title when communicating
- Company Wide:
a. All work will be performed according to the Company’s policy and procedures.
b. All work will be orchestrated and quantified when appropriate.
c. All proprietary/personal/financial information will be held as strictly confidential
outside of the company
d. Immediate manager will be notified of any issues that cannot be resolved, or
deadlines that cannot be met, within a reasonable time frame, and before the
deadline has arrived.