Company overview:
Marbella Lane is a leading vacation rental property management company dedicated to providing exceptional experience for the guests and homeowners alike. We pride ourselves on delivering top-notch customer service and ensuring memorable stays for our guests.
Job Description:
As a Customer Service Supervisor/Manager at Marbella Lane, you will play a vital role in ensuring guests have a seamless and enjoyable stay at our vacation rentals. You will be the primary point of contact for other customer service agents and property owners, addressing inquiries, resolving issues. Also helping other agent for problem solving cases. (e.g., No internet, no hot water, smoke alarm beeping, gas smell) main platform: Airbnb, VRBO, . Coordinating local Marbella Lane team members to diagnosis and finish tasks are needed as well.
Qualifications:
Previous experience in customer service, hospitality or property management is a must, minimum 2 year exp. With Airbnb, Vrbo, and etc.
Problem solving ability is a must, able to work independently to solve some emergency case: (No internet, no hot water, smoke alarm beeping, gas smell etc.)
Knowing property management in United states, how to seek different vendors in United states. Basic knowledge of public services (electricity, water, internet etc.)
Being creative yet follow all short term rental property rules within diffrent platforms.
Excellent communication and interpersonal skills.
Strong problem-solving abilities and a proactive approach to guest and owner satisfaction.
Ability to multitask and prioritize in a fast-paced environment.
Fluent English is a must. Spanish and Mandarin are welcome.
Responsibilities
Guest relations:
Checking other agent for following duties: Respond promptly and professionally to guest inquiries and concerns via phone, email, and online platforms. Provide information about our vacation rental properties, amenities, and local attractions. Assist guests with reservations, check-in, and check-out processes. Solve problems when guests encounter at check in time and during stay.
Issue Resolution:
Effectively address and resolve guest concerns, maintenance issues and other inquiries to ensure a positive experience.
Coordinate with maintenance and housekeeping teams to ensure prompt resolutions of issues and smooth operation.
Supervising claim filing on Airbnb and other plat forms. Knowing when to file a claim, how to talk to Airbnb, what to talk to Airbnb and what kind of files are needed.
Supervisor other agents when they need help on other topics.
Property Owner Communication:
Initiate and Maintain regular communication with property owners with regards to property maintenance and addressing any owner-specific concerns or questions.
Reservation Management:
Supervise other agent to manage reservations, processing bookings and ensuring accurate information is provided to guests.
Customer Feedback:
Collect and analyze customer feedback and reviews to identify areas of improvement and implement strategies to enhance over customer satisfaction when needed.
Administrative Tasks:
Perform various administrative tasks, including record keeping, expense/data entry and maintaining accurate and up-to-date owner information.
Conducting research and gathering information to address customers’ concerns or questions.
APPLY FOR THIS JOB:
Company: Branded Business Models
Name: Alison Ding
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