Virtual Host Support – STR

Company Overview:

Nest Host is a rapidly expanding Airbnb management company dedicated to providing exceptional hospitality services for hosts and guests. With our commitment to delivering exceptional guest experiences, we aim to set new standards in the hospitality industry.

Job Overview:

We are seeking for an experienced virtual host who specializes in customer success. As a key player in our team, you’ll be the keystone for positive guest experiences, providing top-notch communication and assistance which includes effective de-escalation strategies, problem solving abilities. The ideal candidate will be a virtual assistant with a proven experience in the Short Term Rental industry, preferably with Airbnb expertise. As part of the Guest Support Team, you will play a crucial role in fostering positive guest relationships, collaboration on improving processes & SOPs, supporting in admin tasks that help improve the department’s KPI.

Role & Responsibilities:

– Oversee & monitor all communication channels with a response time of no less than 10 minutes (platform messages, emails, calls, chats)
– Managing reservations, bookings & cancellations through various platforms
– Coordinating check-in & checkout times especially for last minute booking reservations ensuring seamless turnover
– Managing & Updating property listings
– Addressing & resolving guest issues & concerns promptly

Requirements & Experience:

– At least 6 months of related experience in the STR industry
– Excellent communication & interpersonal skills
– Proficiency in using short-term rental management platforms (e.g., Airbnb, VRBO).
– Strong organizational and time-management abilities
– Problem-solving skills and ability to handle guest concerns
– Include the word frog in your application title
– Familiarity with any property management software
– Availability between 9 AM – 10 PM CST
– Able to work on weekends

Other things to note:

– 2 monitors is a plus or the commitment to be able to work with 2 monitors at least after a month is preferred
– Screen recording & time tracking will be used during shift schedules

Application Process: Compile the following in a Google drive & share the link to shaula at nest host dot C A
– Resume in PDF
– Valid Government ID
– Internet Speed Test Result dated November 14 and onwards
– At least one work reference with name, relationship, email address & mobile number

Nest Host is an equal-opportunity employer committed to building a diverse and inclusive workplace.