ABOUT US
We are a dynamic and forward-thinking team of vacation rental hosts committed to delivering exceptional experiences across our growing portfolio of 4+ properties located in three US cities, all within the US Eastern Time Zone. We’re seeking a passionate, tech-savvy Guest Communication and Operations Manager with a knack for creative problem-solving to ensure our guests have memorable stays and our properties are managed smoothly.
RESPONSIBILITIES
~~Guest Communication~~
Promptly respond to guest inquiries, providing detailed information and assistance to ensure seamless bookings and stays. Address concerns quickly and professionally to maintain 5-star guest experiences.
On-Call Availability: Provide on-call support for ad hoc guest questions and requests from 9am to 5pm ET, including potential phone communication.
~~Maintenance Coordination~~
Oversee property maintenance, repairs, cleanings liaising with vendors as needed to ensure properties are in excellent condition for guests before check-in.
SOP Development: Create and refine Standard Operating Procedures for efficient problem-solving regarding guest issues and property management.
~~Inventory Management~~
Monitor and order supplies, maintaining a detailed inventory list to ensure availability of essential items.
~~Financial Oversight~~
Handle financial transactions, including payments, refunds, and security deposits, and manage property-related expenses.
~~Damage Claims and Chargebacks~~
Efficiently manage damage protection claims and dispute chargebacks with documentation and evidence.
~~Tech Proficiency~~
Utilize property management tools (e.g., Asana / , Hospitable, OwnerRez, Slack, OpenPhone) to enhance operations and guest experiences.
QUALIFICATIONS
~~Required Skills / Experience~~
Exceptional ability and past experience to swiftly understand and address issues related to guest inquiries, bookings, and property management, ensuring seamless operations. The ideal candidate will excel in responding to problems specific to vacation rental operations, crafting effective solutions, and implementing them promptly to uphold superior guest satisfaction and operational efficiency.
3+ years of relevant experience, with at least 2 years in a role as an Airbnb Support Specialist or Property Manager.
Commitment to working US Eastern Time hours, with reliable access to a quiet workspace and backup power/internet solutions.
Strong written and verbal communication skills in English.
Tech-savvy, comfortable with learning and using property management and communication tools.
Self-driven, with a dedication to excellence in guest experiences and a desire for long-term growth with our team.
Ability to provide references from past roles highlighting capabilities and reliability.
Proven long-term job commitment in previous roles.
~~Preferred Skills~~
Demonstrated ability to navigate support issues effectively, including managing review removals and dispute resolution on Airbnb and VRBO.
WORKING HOURS
40 hours per week (9am – 5pm ET, Thu – Mon)
HOW TO APPLY
To apply, please fill out the application via Google Forms link below.
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The application deadline is 5th March.
We will review your application, and if it’s a good fit, we will reach back with next steps via email.
We are looking for someone eager to grow with us long-term, offering opportunities for advancement within our dynamic team.
Join us in creating exceptional experiences for our guests and elevating the vacation rental experience with dedicated service.
Thank you for taking the time and wish you all the best!
APPLY FOR THIS JOB:
Company: Jaime Andres Media
Name: VM
Email: