Note: Please apply at the link at the end of the job listing.
**Job overview:**
A rapidly growing California-based luxury short-term rental company () is looking for a highly motivated Team Lead for Guest Services & Executive Assistant. We have over 900 5-star reviews on Airbnb & VRBO with an average rating of 4.99 across a portfolio of 11 luxury properties across the US and Asia Pacific.
This role has an opportunity for growth based on performance and if desired can lead to a Manager role as the company grows.
**Responsibilities**
As the Team Lead of the Guest Services team, in addition to managing guest experience and the daily operations of the vacation rental business, you will also be responsible for leading and mentoring other VAs on the team, setting up new processes and systems to create efficiencies in our workflows, creating internal documentation and training new Guest Services team members as the company grows. You will report to the co-owners directly.
– Mentor and lead other VAs on the team on Guest Services, Airbnb Case Management, Review Disputes, Operations etc.
– Manage VA shifts to ensure continuous coverage during business hours.
– Drive creation of new processes to continuously improve the efficiency of the team.
– Reservation management: responding to guest inquiries/reservation changes via Airbnb/VRBO/PM software, email, text and phone.
– Guest experience: Doing whatever it takes to ensure a 5-star guest experience
– Interacting with guests before/during/after their stay to answer questions (usually via Airbnb/VRBO or email, but sometimes via phone).
– Handling guest complaints and going the extra mile to make sure each guest is happy during their stay
– Resolution management: leaving guest reviews, assisting with refunds/surplus charges, and contesting guest chargebacks.
– Listing management
– Managing guest review disputes
– Invoice management: Paying any and all invoices and forwarding receipts to our bookkeeper.
– Administration: Organizing day-to-day operations and long term management of properties
– Working with cleaners, contractors, handymen to ensure properties are ready for guest check-in on turnovers. Monitor cleans using Ring cameras and photos from cleaners.
– Researching and scheduling contractors or services as necessary to resolve maintenance issues or broken amenities.
– Scheduling regular maintenance, deep cleaning, or other services as needed.
– Manage our social media presence, including curating and managing images and videos
– Executive Assistant duties: Assisting the company owners with administrative tasks
**Skills/Proficiencies**
– Must have world class English skills, both written and verbal.
– Must have at least 5 (preferably 7+) years of experience working in the short-term rental (Airbnb/VRBO/HomeAway) space, doing **both** hospitality (guest experience) and Executive Assistant (administration) work.
– Must have experience being a Team Lead or a Manager.
– Must have experience working with a US/UK/Australia-based employer and are okay providing a W8-BEN
– Experience using hosting tools on both Airbnb and VRBO **required**. Bonus: Experience with []() and other platforms
– Experience with Guesty for Hosts, Hospitable or other PMS software is **highly preferred**.
– Familiarity with business listing platforms such as Yelp, Google Maps, etc is **required**.
– Experience with Google Docs/Suite, Notion, Slack, Clickup (or other project management tools) is **highly preferred**.
– Experience with Pricelabs or other revenue management tools is **highly preferred**.
– Familiarity using remote smart home technologies/monitoring systems (Ring Cameras, Schlage Smart Locks, etc) is **highly preferred**.
– Experience with Turno is a plus.
– Experience with Sonos/AV systems is a plus.
– Experience with Stripe is a plus.
– Tech-savvy; ability to learn/navigate new tools and tech challenges. Knack for figuring things out!
**Required Skills & Other Requirements**
– High Proficiency in English and has world-class communication skills in reading, writing, and speaking.
– Must work exclusively for our company.
– Must have fast, reliable internet connection. 20Mbps+ download & upload
– Must have backup internet connection in case of internet or power outages
– Must be able to take/make phone calls during working hours.
– Must be able to work 6 days a week. This may change as we hire additional team members.
– Must be flexible about schedule changes as the company grows, including taking on day or night shifts.
– Fast, reliable computer.
– Quiet work space without background noise.
– Highly preferred:
– Airbnb Case Manager or Airbnb Support Ambassador Experience
– Management/Supervisor Experience
**Benefits & Compensation:**
– Salary: $700-$1100/month depending on experience
– First month pay (onboarding phase): $600-$1000
– 13th month pay
– Paid Time Off (PTO): 40 hours per year
– Opportunity for raises and promotions depending on performance.
**How to apply:**
Please apply at the following link: /Zzgqu2wNaKDQFW8u8. A complete application requires the following:
– Resume and a Cover letter explaining why you are interested in this role and why you believe you are a good fit.
– Video:
– Please record and upload a video of yourself and let us know who you are and why we should hire you. Please describe your past property management or Airbnb Case Manager experience.
– If we’d like to move forward, there will be a brief written questionnaire and an interview to see if you’d be a good fit!
APPLY FOR THIS JOB:
Company: Staykey
Name: Andrew Lawson
Email: