Summary
Zen Living Short-term Rentals is looking for Operation Managers (Guest Communication Rep). We are a short-term rental management company that manages over 100 listings in the US, Canada, and more. Currently, we have 2 operation managers and looking for 4 more Airbnb/short-term rental experts to join our team to provide excellent guest experience. This role requires expert knowledge on Airbnb and the individual needs to be SUPER RESPONSIVE and RESOURCEFUL to fill in 12-hour shifts for 3-4 days a week.
Duties
Guest Communication:
– Prompt responses: Respond to guest messages within 5 minutes, even faster with urgent issues (Look for messages from Airbnb, VRBO, [](), Email, Text, Business Whatsapp, Openphone)
– Issue Resolution: Be resourceful in trying to find a resolution to guest questions or issues
– Follow-up: Keep a list of ongoing issues including guest special requests, maintenance issues, and refund issues, and keep reporting to the management team and owners
– Reservation Alterations: Handle reservation alterations as needed.
– Resolution Center: Manage extra fees and follow up on resolutions.
– Eviction: Ask guests to leave if broken house rules or late check-outs
Airbnb Support Communication:
– Review Disputes: Handle disputes related to guest reviews.
– Airbnb Cases: Communicate and resolve issues with Airbnb support.
Owner communication
– Promptly coordinate between owner, company management team, and other service providers
Other:
– Call local police for assistance in eviction
– Research and find local service providers such as cleaners, plumbers etc
– Quick edits on listing descriptions and auto messages
– Help transition to the next shift and point out key things to follow up
– Write reviews and encourage reviews for various platform
– Coordinate with service vendors such as cleaner, plumber as needed
Softwares we use:
– Notion
– Open Phone
– Google Suite
– WhatsApp
– WeChat
– Airbnb
– VRBO
–
– Furnished Finder
– Pricelabs
– Lodgify
QUALIFICATIONS:
– Exclusive Commitment: MUST WORK EXCLUSIVELY FOR MY COMPANY
– Preferred Experience: Experience as an Airbnb Support Ambassador or Airbnb Case Manager is preferred.
– Software: Experience with VRBO, [](), Lodgify is a plus
– Work Hours: Must willing to work 12-hour-shift in front of the computer with a focus for at least 3 days a week
– Internet: Must have a stable high-speed internet connection and a contingency plan for backup.
– Work Environment: Must work in a quiet environment with a stable signal
– Language Skills: Proficient in English with excellent communication skills. Chinese is preferred.
– Customer Service Background: At least 2 years of guest communication in short-term rental management company is required.
COMPENSATION
-Base salary of 728 – 910 USD for 42 hour work week, + 2X pay on all Philippine public holidays+ additional shifts at $5/hour.
-Shift to choose from: 12-hour-shifts, EST 3pm-3am, 3am-3pm, transition to next shift doesn’t count towards additional hours
-6 Month trial period at $4/hr, increase to $5/hr after 6 month. 13-Month prorated bonus Pay and performance bonus available.
HOW TO APPLY
Send the following to
– Resume
– Attachment: Please record yourself on your phone (audio or video, but unedited) and let us know 1) who you are and 2) why you are a good fit for this position 3) your experience in dealing with unhappy customer. Put the recording in a google drive link and send it to our email.
– Screenshot of your OLJ Profile
– Subject line on the email: [Job position] – (Last name, first name)
– Body of the email, indicate the shift you prefer (ie. Sun-Wednesday 3pm-3am EST)
– When applying for this job position, please let me know who the CEO of Airbnb is at the END of the email.
APPLY FOR THIS JOB:
Company: Juice My Ride
Name: Jason Zhang
Email: