Full-Time Permanent Short-Term Rental Specialist

Canadian property management company looking for a Short-Term Rental Specialist to work on a full-time permanent basis, the ideal candidate would be possess the following skills and experience:

• Proven customer support and client service experience with short-term rentals
• Strong background with Airbnb, VRBO, vacation rentals, and property management
• Excellent conflict resolutions experience with short-term rentals
• Strong outbound and in-bound calling skills
• Experience with pricing nightly rates for units based on competition and adjust for max return
• Excellent communication and presentation skills
• Ability to multi-task, prioritize, and manage time effectively
• Administrative experience is an asset
• Experience with Buildium is an asset
• Experience with accounting is an asset

Job duties:

• Identify and assess guests’ needs to achieve satisfaction: ensure response time to guest is less than 3 minutes while on duty.
• Minimize the use of auto messages.
• Build sustainable relationships and trust with guests/tenants through open and interactive communication
• Coordinate guests with door code changes for units with smart locks (Schlage Encode locks)
• Provide accurate, valid and complete information by using the right methods/tools
• Answer inquiries, phone calls, emails, and messages in a timely manner
• Handle all cancellations, refunds, last minute bookings, and guests’ communication
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents
• Follow communication procedures, guidelines and policies
• Ensure cleaning team has up to date booking information for next day’s cleaning, including
address, level of clean, number of guests, special requirements, pet stay etc. Adjust for any last
minute bookings.
• Establish customer experience SOPs and bible: Coordinate with local property managers,
complete information “bible” required to answer all guest questions, including any special tricks to use the lock/ door, return of keys/ park pass, all remote controls in house and how to use, all devices in house and how to use, temperature settings, any private areas, any things in house guests are not supposed to use, whether amenities match with listing (work-friendly, pet-friendly, child-friendly, accessible, items match with listing), where to find commonly required items
• Cross promote and posts our listings on other platforms such as VRBO, Facebook, website; coordinate calendars and ensure no double bookings
• Monitor and regulate the booking prices according to competition and special occasions, holidays, or peak season
• Act as the receptionist for long term rentals, create service tickets and rely messages to property managers/ operations manager.
• Complete daily timekeeping for all team members on Buildium
• Other admin tasks as requested by the team