Short-Term Rental Operations Team

Company Overview:

We are a Canadian-based short-term rental company on an exciting journey of growth and expansion. With our initial portfolio of 15 managed listings, we have set our sights on a remarkable goal: managing 75 listings by June 2024. As a company committed to excellence, we prioritize exceptional service for both our clients and the guests who enjoy our properties.

Job Description: Short-Term Rental Operations Team

About the Role:
As a Short-Term Rental Operations Team, you will be an integral part of our rapidly growing company. Your primary responsibility will be to manage guest communication using platforms like ChatGPT, ensuring a seamless and enjoyable experience. You will collaborate with various teams, follow our Standard Operating Procedures (SOPs), and contribute to the overall success of our business. This role requires an experienced team with strong communication skills, a keen eye for detail, and the ability to thrive in a dynamic environment.

Responsibilities:

1. Engage with guests using ChatGPT and other tools to provide top-notch communication, addressing inquiries and pre-stay questions.
2. Problem-solve any issues that arise during a guest’s stay while maintaining a friendly and professional demeanor.
3. Coordinate and manage vendor relationships, such as cleaners and maintenance teams.
4. Assist with pricing optimization, listing creation, and listing optimization across platforms like Airbnb, VRBO, etc.
5. Collaborate with Airbnb and VRBO support when necessary to resolve issues and ensure positive guest experiences.
6. Support email communication and manage executive calendars.
7. Contribute to social media management and marketing initiatives.
8. Handle damage claims and guest resolution management, including communication, insurance claims, and follow-ups.
9. Participate in the development and implementation of Standard Operating Procedures (SOPs).
10. Undertake special projects as assigned by executives.

Qualifications:

1. Proven experience in short-term rental management, OTA listing creation, and optimization.
2. Familiarity with property management systems (PMS) and channel manager software.
3. Excellent written and spoken English skills for effective communication, including using ChatGPT.
4. Proficiency in digital tools, software, and data analysis.
5. Exceptional organizational skills and ability to manage multiple tasks and deadlines.
6. Strong attention to detail, including compelling property description writing.
7. Ability to work collaboratively and professionally with management and cross-functional teams.
8. Dedication to working exclusively with our company.
9. Familiarity with local regulations and industry best practices (preferred).
10. Reliable computer and internet connection at all times.

-You will be not just our first employee from the Philippines, but the first person to join our quickly growing company.
-As we have the goal of providing 24/7 support to our guests, an experienced team is preferred.
-Availability during core working hours of 8am – 6pm PST is required.
-This will be a full-time position. The exact schedule can vary based on preferences and our needs for 24/7 communication, including evenings, weekends, and holidays.
-Compensation will be dependent on experience. We are offering 13th-month pay + additional benefits, performance bonuses, and client referral bonus opportunities, as well as employee referral bonus opportunities for candidates who successfully complete the 3-month probationary period (hourly probationary period and then salaried).

Software and Platforms:
Experience with the following software and platforms is preferred for the Short-Term Rental Operations Specialist role:

Property Management System:

1. Hostfully: Familiarity with using Hostfully as a property management system.

Vendor Management:

1. Operto Teams: Experience with Operto Teams for effective vendor management.
Pricing:

Pricelabs: Proficiency in using Pricelabs for pricing optimization.

Booking Platforms:

1. Airbnb: Extensive experience with Airbnb as a booking platform.
2. VRBO: Proficiency in using VRBO for property listings and reservations.
3. Superhog: Familiarity with Superhog for property security management.

Communication and Collaboration:

1. Slack: Knowledge of Slack for team communication.
2. Docusign: Experience with Docusign for document management (experience not required).
3. Google Workspace: Proficiency in using Google Workspace for collaborative work.
4. Nethunt: Familiarity with Nethunt, a Gmail CRM tool.
5. Openphone: Experience with Openphone for communication (experience not required).
6. Zapier: Bonus if experienced with Zapier for automation.
7. ChatGPT: Proficiency in using ChatGPT for guest communication and inquiries.
8. YouTube, Dropbox, Google Drive: Familiarity with using these platforms for sharing audio recordings, files, and documents.

How to Apply:

If you’re excited to join our ambitious and rapidly growing team, we encourage you to apply following these instructions:

1. Submit your resume, detailing your relevant experience and explaining why you’re the perfect fit for this role.
2. Provide a link to a few screenshots of your correspondence with guests, including examples of communication using ChatGPT, that demonstrate your written English skills.

Note: We are an equal opportunity employer and welcome applications from individuals of all backgrounds and experiences. We are eager to find an exceptional individual to join our virtual team and contribute to our dynamic blend of technology, real estate, and hospitality.

If you’re ready to take initiative, work collaboratively, and embark on a journey of growth, we look forward to receiving your application!