Job Description
24/7 Guest Messaging (25 Units | New Jersey) Overview Provide 24/7 on-call guest communication for hotel operators who need fast response times (less than 1 hour) and proactive issue resolution. Scope of Services 1) 24/7 Airbnb Inquiry + Guest Messaging Coverage I will handle: ● Pre-booking questions + booking conversions ● Instant replies to Airbnb inquiries (availability, policies, amenities, parking, local questions) ● Expectation-setting to prevent refunds, complaints, and less than 5 stars. Response standard: ● Inquiries: typically within minutes, always prioritized ● Active-stay issues: immediate triage + escalation to hotel staff if needed 2) Disturbance (Guest Relations) I will manage guest-facing communication for: ● Noise complaints / neighbor concerns / “quiet hours” reminders ● Maintenance issues (lockouts, WiFi, HVAC, leaks, appliance issues) ● Cleanliness concerns ● Refund/comp requests (handled with your rules + approval process) 4) In-House Team Coordination When action is needed, I’ll notify the right person with a clear, operational message: Example format: ● Unit # / Guest name / Issue summary ● What I already told the guest ● What’s needed (maintenance, housekeeping touch-up, supply drop) ● Urgency level Apply tot his job