VA Team Lead

* Level 2 Case Manager: Must have experience with working as a level 2 case manager at Airbnb. Utilize your expertise in Airbnb operations to manage claims and disputes effectively, ensuring timely resolution and maintaining a positive relationship with Airbnb support. Gather necessary documentation, communicate with guests, and follow the appropriate procedures to address claims and disputes.
* Team Leadership: Manage and mentor a team of virtual assistants, providing guidance and support to ensure high performance and professional development.
* Case Management: Oversee complex guest cases escalated by VAs, ensuring timely and satisfactory resolution.
* Training and Development: Develop and implement training programs for new and existing VAs to enhance their skills and service quality.
* Performance Monitoring: Track and evaluate VA performance, providing regular feedback and conducting performance reviews. Review the availability of the shift staff, keep track of their attendance. Have a backup
* Quality Assurance: Maintain high standards of customer service by conducting regular audits of VA interactions and providing constructive feedback.
* Process Improvement: Identify and implement process improvements to enhance efficiency and guest satisfaction.
* Reporting: Generate and analyze reports on guest interactions and property and team performance to inform strategic decisions.
* Guest Communication: Provide 24/7 guest communication through various channels, including messaging platforms and email, addressing inquiries, requests, and concerns promptly and professionally. Maintain a friendly and informative tone in all guest interactions, ensuring a positive experience that reflects the brand’s hospitality.
* Guest Support: Offer around-the-clock support to guests, resolving issues or emergencies swiftly and effectively. Coordinate with property owners and maintenance personnel to address guest concerns and ensure a smooth stay.
* Administration of SOPs: Implement and maintain standardized operating procedures to ensure consistent and high-quality guest experiences. Regularly review and update SOPs to align with industry best practices and optimize performance. Cleaning Staff: Collaborate closely with cleaning personnel to schedule turnovers, coordinate cleaning routines, and maintain the cleanliness and presentation of specific cleaning requirements and standards to cleaners to uphold a superior level of hygiene.
* Social Media/Corporate Websites: Market rentals to grow reservations, supplying ads with exceptional pictures and descriptions