AIRBNB / VRBO Virtual Assistant - Reservations / Operations

RESERVATIONS - Answer calls, messages, and emails from guests and operations teams daily. - Provide prompt customer support with a professional, friendly, and patient attitude. - Proactively memorize listings' details and company services. - Train new hires on company-specific policies, procedures, and guidelines. - Diagnose and resolve issues guiding customers through step-by-step solutions. - Politely address any customers’ complaints, escalating to management when necessary. OPERATIONS - Prepare and forecast schedules for cleaning, maintenance, and inspection of properties. - Create tasks and assign people to resolve concerns/issues reported by customers. - Manage and create the cleaner’s schedule for the week. - Monitor and verify the tasks on breezeway and make sure that tasks were correctly done by cleaners, inspectors, and maintenance staff. - Update corresponding monitoring sheets and prepare reports as scheduled.

• Provided one-on-one tutoring sessions on the English language and assisted in the development of stronger learning and studying techniques, while enhancing communication and active listening skills. • Facilitated English competency assessments and prepared students for interviews through role-play activities. • Developed and implemented engaging exercises to improve students’ English listening, speaking, and writing skills. • Conducted free trial lessons to potential students increasing student enrollments. • Created a welcoming and nurturing online class environment that made the students feel comfortable. This helped me maintain a high booking rate from loyal students.