Airbnb Guest Communication Virtual Assistant

We are a US-based property management company looking for a full-time, home-based customer support agent to work with our customer support & sales department. We are looking to add a member to our team who loves hospitality & short-term rentals! We currently manage 40 listings You will work with our other VAs.

*Please read the entire job post, IN DETAIL, before applying*
**Please, ONLY apply if you have previously worked with Airbnb in another department apart from guest comm**

– We use OwnerRez for our PMS.
– Must be comfortable cold calling- you will need to call guests to welcome them, handle issues, speak to contractors, speak to cleaners & speak with Airbnb/vrbo
– You must be comfortable handling guests that may be frustrated, or angry & mediate in between
– Must work US hours- You will work 40-60 hours per week, 2 days off.
-Must have a great internet connection & be able to be reached even on days off
– Must be willing to train other VA to handle guest communications (so when you are off, they can handle guest issues)
-Must have excellent reading, writing, and speaking English skills and has experience and some knowledge regarding the Airbnb platform and business model.
-You MUST have access to reliable internet and be available to address issues that may arise during the day.

Employer responsibility:
– We pay bi-weekly
– We will provide lots of loom videos to teach
– We communicate daily via Slack
– We provided bonuses based on performance
-We provide a 13th-month bonus (pro-rated from the start date)

Tasks include (but aren’t limited to):
-Responding to Airbnb/ VRBO guest comm
– Managing cleaners cleaning the property) at each checkout. This should be automated, but will just need monitoring within the systems.
– Organizing maintenance and repairs – as needed
– Respond to guest messages – a daily task – for initial inquiries, respond within the hour
– Leaving and requesting reviews – a daily task – should be submitted a or 2 days after each checkout. Follow up with the guest if they do not leave a review. Respond to guests’ review
– If you decide to apply for this job, you’ll need to add something to the title of the??email to make it past the first step. Please look up the professional baseball team in Houston, Texas, and add that team’s name to the title. Emails that do not have this will not be considered
– Creating door codes
– Putting a list of areas of improvement together (based on guests’ reviews) and sending to relevant parties (usually myself and the cleaners) actionable suggestions – daily
– Ordering any supplies that need to be refilled and ensuring they are sourced from cost-effective but well-made suppliers (sponges, tissue boxes, dishwashing soap, hand wash, cleaning wipes, salt, oil, pepper) – weekly
– SEO and backlinking to increase bookings – SEO, within Airbnb and VRBO, are very important to me – a daily and weekly task
– Complaint Resolution – When there are complaints filed by guests, or we need to file a damage claim – an as-needed task
– Help create better systems
– Help pay utilities and other recurring expenses.
-Help pay taxes etc
– Any other tasks, like helping other VA with work etc
-This business relationship must be built on trust. My goal is to prove to you that I am trustworthy. I’d like to provide an opportunity for you to earn enough income to live on and be home for your family if that is your goal. I’d also eventually like to give you the autonomy to make decisions and be part of this team, not simply an employee taking orders.

Qualifications:
– Have Airbnb/VRBO experience
– Excellent English
– Familiar with Owner Rez
– Experience with Clickup (preferred but not required)
-Comfortable calling (calling guests, cleaners, etc)
– Detailed orientated
-Growth mindset
-Be available to work weekends
-Have a reliable internet connection (and a backup connection if an area where the electricity goes out with typhoons etc)
– Have a strong work ethic

Technical:
– Noise-canceling headset
– 30MBPS internet speed
-Preferably iPhone (but not required) we chat via Slack
– No roosters/ any noise in the background
-Backup power in case power goes out

Please describe any knowledge or experience you have with the short-term rental business model. More specifically, please describe any knowledge or experience you have with any of the above-mentioned systems.

Thank you for looking!