READ BEFORE APPLYING: Please include the name of the Boston basketball team in your response – I will filter for only those resumes that have included that to ensure the description was read and the candidate is serious.
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RESPONSIBILITIES
GUEST EXPERIENCE AMBASSADOR
Guest communication
*Answer inquiries from current and incoming guests via phone, email, and SMS
*Verify all guest information is complete and vetted to ensure a smooth check-in process/property access. This includes phone numbers, emails, photo IDs, key codes, and completed check-in forms
*Provide helpful recommendations for places to eat and things to do
*Find opportunities to enhance the guest experience (e.g., is it their anniversary?)
*Review property video recordings daily to ensure compliance with house rules
Booking / Review Management
*General booking, calendar, and payment coordination, including cancellations, new bookings, and changes
*Respond to all reviews and implement solutions based on feedback
VENDOR / INVENTORY MANAGEMENT
Manage cleaning and maintenance teams
*Communicate daily/weekly cleanings or maintenance projects clearly
*Ensure team adherence to processes – utilizing software, on-time completion, checklist submission, photo uploads, and system updates
*Review property photos and provide feedback if anything needs to be fixed
*Maintain a positive working relationship and clear communication loop
*Track all projects and expenses for accurate record-keeping
Inventory / Supply Management
*Manage inventory processes to ensure all supplies are ordered on time and readily available
*Track inventory management orders, levels, and pricing
*Find the best price/value for supplies
3rd Party Vendor Coordination
*Coordinate on-site visits/property maintenance of 3rd parties for regular maintenance and emergencies
HOTEL OPTIMIZATION / GROWTH
*Create and optimize listings across all OTAs
*Monitor battery levels (locks and cameras)
*OTA management and PMS platform support
*Process all resolution claims
*Perform price optimization and competitor analysis
REPORTING / PROCESS OPTIMIZATION
Operationalize the business
*Create detailed SOPs for each process, including written instructions and video tutorials
Monthly KPI report
*Cleaning report
*OTA commission reporting
*State tax submission
*Master KPI report
Weekly meeting preparation
*Run weekly KPI analysis
*General Administration / Ad Hoc Analysis
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REQUIREMENTS
*Prior experience in guest support with Airbnb and short-term rental management is required
*Proficiency with short-term rental platforms (e.g., Airbnb, , Expedia)
*Clear and effective communicator: Very strong written and spoken English language
*Extreme attention to detail and organization
*Outstanding customer service
*Excellent typing including speed and accuracy
*Ability to problem-solve
*Read critically
*Ability to work with multiple technology platforms like:
OTA’s: ex – , Expedia, Airbnb, VRBO
PMS: ex – Guesty, Cloudbeds
Communication Tools: email, phone system, WhatsApp
Software: , Breezeway, Remote Locks, PriceLabs
Google Workspace: Google Drive, Google Docs, Google Sheets
APPLY FOR THIS JOB:
Company: Trojan Roofing
Name: Danielle Gianino
Email: