Guest Experience Specialist

Daily Work Description (You will be trained on all of this):

1. Communicate Quickly & Clearly with Guests via all booking platforms, Hostaway and Gmail email account (I will provide you with “template messages” to make this as easy on you as possible – I also have a lot of automated messages to make this easy)
– Edit and Send “Template Messages” to guests (before, during, after stay) through a software Hostaway, you’ll be trained on
-Reply quickly to any guest’s questions by using answers/guidelines provided in the “Property Document” speci?c to the property that guest is staying in.
-Reaching out to Belinda anytime you don’t know how to answer a question and then “documenting” the new question and answer to the “Property Document” for the relevant property.
– Following up with “happy guests” after the stay to remind them to leave a 5* Review for the home.

^^This is the most important task – replying to texts within 5 minutes is the top priority!

2. Help prevent parties/bad guests.
-Monitor Video Cameras to make sure no loud parties or large gatherings occur so we can keep neighbors happy

3. Set Door Codes for incoming guests & delete door codes for departing guests.
-Use online software to create door codes based on the last 4 numbers of a guest’s phone number
– Send room access codes to guests daily at 12pm. This is manual process done via remote access to the computer onsite at the property.

4. Communicate with Cleaning Teams (to supplement Automatic Messaging)
– Update the cleaning team on early/late checkouts.
-Find out from cleaners or operations staff if guests left the property reasonably clean (this helps us know how to review the guests)
-Find out from cleaners or operations if property needs maintenance or supplies

5. Find “contractors” when necessary (plumber, handymen, cleaner, photographer etc.)
– Use “Property Document” to contact contractors we’ve used in the past (messaging templates provided)
-If no prior contractors are available, use provided templates/system to ?nd new contractors
-Add any new Contractors to “Property Document” so we can quickly contact them in future.

6. Reorder Linen and/or Supplies for the properties (as necessary)
– Use “Property Document” to order any necessary supplies (Toilet Paper, Paper Towels etc.)
-Con?rm with cleaners/operations staff that the supplies have been ordered

7. Leave Reviews for Airbnb/VRBO Guests
– Use “Review Templates” to leave a review once you get a “thumbs up” from cleaners/operations staff.
– Follow up with Happy Guests after a few days to make sure they leave reviews.

8. Continuously Learn & Improve (Watch Vimeo Videos, Take Udemy Courses, & Document in the Playbook)
– While waiting for guests to message, watch Videos and document the processes in the Playbook (this is where we store all of the details on how to run our business)
-Watch Udemy videos to learn new skills, document important tips you learn and possibly implement them.
– Suggest improvements to any tasks, test them, and if they work better, add them to the playbook.

9. Monitor Occupancy on the Calendar and give pricing advice (eventually you will change pricing)
– Look at unoccupied sections of the calendar and give recommendations for lowering prices.
— Eventually, grow into adjusting pricing on your own based on the “pricing rules” provided.

10. Online Research and other helpful tasks (while waiting on guests to communicate)
– Finding great restaurants, activities, and local sights to recommend to our guests (in our digital guidebook)
– Additional online research/tasks as it makes sense to help the business…. You will be trained in any new tasks.

11. Have Fun!!!
– We want you to love your job and interacting with guests to make sure they have a great time…. This can be a very fun job with plenty of opportunities to grow – work hard, learn from mistakes, and have fun and we promise you’ll love working with us!

Skill Sets Required:

– Great English speaking/writing ability – Communicating clearly and quickly in a friendly manner with Guests will be your most important daily task! The vast majority of communication will be via written messages (texts etc.) but you may need to answer a phone, in future as you grow in the role, in certain cases so you should be comfortable with that as well.

– Solutions Oriented – At times, things will go wrong at a property, or an issue will come up during a stay…. take a deep breath and focus on what we can control…. which is our response to the issue… we
need to make sure we keep the guest happy by quickly addressing the problem and “making it right”.

– Growth Mindset – It is okay if you don’t already know how to do something or if you make a
mistake… We are looking for someone that wants to learn new work and life skills. If you don’t know
how to do something, ask us how so you can know how to handle it next time. If you make a mistake,
learn from it so you can avoid making the same mistake in the future. We will provide ample training for this job, but we will also provide you with book, article, and podcast recommendations we have found valuable that aren’t necessarily related to work…. hopefully these will inspire you and help you on your
journey to become the best version of yourself.

– People Person – We want you to love your job! A big part of your job will be messaging with guests so

We want someone that enjoys talking with people and hopefully making them laugh/smile – you can use emojis, gifs etc. Our guests are typically traveling for work and sometimes to be with loved ones in hospital or on vacation. We ask that you use appropriate responses when communicating with different guests. For examples emoji’s may be good for guests on vacation but not for guests going to have lifesaving treatment in hospital. We do our best to understand each guest and take care to communicate with them effectively, so they are confident about their upcoming stay. Some elderly guests may not use text message or lock boxes and may need more support. We need to know when to provide additional support by phone or additional instructions.
– On time and Attentive – We want to ?nd a coworker that we can trust and a big part of that will know that you will show up ready to work on time and that you will reply to every text message from a current guest within 5 minutes.
– Good with Technology – You will need to be comfortable learning and using new software and it is mandatory to know how to use Hostaway – we will make it easy for you with training but if you are someone that isn’t comfortable working on your phone and computer, this may not be the job for you.

— Prior Airbnb/Customer Service Experience – This would be a big plus but if you are ready to learn new skills and want to show people a great time, you will likely be a good ?t! —
The only other requirement I would like to make sure of is “reliable internet” so they can be sure to get all messages that come in.
Additional Notes:

Here are the Core Values of Short & Long Stays – Hopefully these will resonate.
with you! I’ve included a brief description of each, but we will go more in depth with you on each during training:

-Make Things Convenient (For Guests, For Cleaners, For Owners) we will make things convenient for you as well by providing training and templates to set you up for success!

-Be Solutions Oriented Things will go wrong during a guest’s stay, we just need to react and “make
things right” as quickly as possible.

-Focus on the Big Picture We don’t want to get concerned over a small issue like a broken plate or
stained towel caused by a guest…. We will tell the guests it is no big deal and continue to make sure they have a great experience!

-Trust your “intuition” this is just a way of saying to trust your gut when a guest is attempting to book, and something seems off (ex. booking a large home for “1 guest” is a red ?ag for a potential party)

This job is 5 days per week with varying hours each day – here is the breakdown of the hours in both Australian Eastern Standard Time Zone (AEST) & Philippine Time Zone (PHT):

Wednesday (4 Hours): 11am – 2pm (AEST) 9am – 1pm (PHT)

Thursday (4 Hours): 11am – 2pm (AEST) 9am – 1pm (PHT)

Friday (4 Hours): 11am – 2pm (AEST) 9am – 1pm (PHT)

Saturday (4 Hours): 11am – 2pm (AEST) 9am – 1pm (PHT)

Sunday (4 Hours): 11am – 2pm (AEST) 9am – 1pm (PHT)