Operations Specialist (Airbnb Management - weekday nights)

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Overview
We are seeking a proactive and detail-oriented Operations Specialist to manage Airbnb property communications and operations during weekday nights. This role is vital in ensuring seamless guest experiences, smooth property management, and efficient communication between hosts, guests, and service providers. If you thrive in a fast-paced environment, enjoy multitasking, and have a passion for hospitality, this opportunity is perfect for you! Join us to help deliver outstanding short-term rental experiences while honing your organizational and customer service skills. Candidates may work other light-duty remote jobs or be providing light in-home caregiving, so long as they uphold the response time and duties of this role.

Guest Communication for 100 short-term rental properties. Maintain SLAs for response time for guest messages
Reservation management such as changing check-in and check-out date and adjusting turnover schedules accordingly
Calculating additional fees for extra guests, events, pets, early check-in, late check-out, special occasions for guests
Contractor scheduling, coordination, and scheduling
Coordination with local governments, or research about regulations, trash schedules, or utilities
Compiling documentation to prepare for a damage claim
Taking calls via the Operations Hotline (1 to 2 calls per shift)
Calling guests or homeowners in order to answer questions, relay information, or solve a problem
Writing up the daily end-of-shift summary and posting in Whatsapp

Detailed tasks that may be in scope, but are not limited to, are: Manage communication with guests, from inquiry to damage repair coordination to leaving a review. The expectation is immediate pick up of phone calls and 5-minute response on time-sensitive written communication but up to 15 minutes response time for non-urgent matters. Confirm that a cleaning was autogenerated for each new booking, and manually create an inspection project after each cleaning. Validate the cleaning schedule for the next 3 days and make changes when needed. Coordinate last-minute changes to the schedule to accommodate guest and cleaner needs. Updating house information on Google Sheets, Turno, VRBO, and Airbnb. Monitor that field work is being completed as expected. Write welcome letters upon request. Write up emails to request order of supplies or amenities for properties. Order supplies with company debit card provided. Coordinating handy projects and getting quotes. Searching for service providers online when we don't already have a provider. Coordinating trash pick-up. Marketing activities, as requested.

Customer service and operations coordination experience
Experience hosting Airbnbs or providing messaging services for Airbnb management companies (or leasing, hotels, or other customer-facing industries)
Familiarity with Hospitable, Airbnb, VRBO, Turno, Google Sheets, Google Docs, Whatsapp
Positive and friendly phone etiquette to handle calls professionally
Customer service background with a focus on hospitality and front desk roles
Ability to follow company norms and procedures, while also using critical thinking and creative problem solving skills
Located in, or within 4 hours, of Eastern Standard Time
Must have phone with the required apps within you during the entire shift, and be within reach of a desk during the entire shift. May not be driving or in a distracting environment.
Must have a laptop or desktop computer, reliable internet of 25 MBPS or faster, a phone for texting and calling. Company can provide a laptop and phone if needed once established with the company.
Willingness to have three training sessions on video and have a monthly 30-minute video call. Weekly 30-minute touchbase meeting via Google Meet. Otherwise, communication is in writing or via quick phone call as situations arise.
The role is 40 hours per week but could be contracted to be 35 hours per week, if preferred.
Must be at least 18 years of age and be fluent in English.

Join our team as an Operations Specialist (Airbnb Management - weekday nights) to play a key role in delivering memorable guest experiences while developing your skills in hospitality operations. We value energetic professionals committed to excellence in service delivery!

Pay: $12.00 - $15.00 per hour

Paid time off

Do you have a stable work location where you could have your phone with you and be within reach of your desk for the entire 3pm to 11pm Eastern time shift? We require that candidates be in Eastern time +/- 4 hours.
How soon could you start this position?
If located in the US, do you have US work authorization? If you live abroad, we do not require US work authorization.
Are you okay with being a contractor instead of an employee for the first 90 days while your performance is assessed?
Are you willing to have the following 7 apps on your phone or tablet? Airbnb, VRBO Owner, Whatsapp, Hospitable, Google Sheets, Google Docs, and Turno for Owners.