Lead VA – Airbnb Guest Experience - $2000+/month (Must Have Case Mager Level 2/Team Lead Experience at Airbnb)

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TYPE OF WORK

Full Time

SALARY

$2000+ /month

HOURS PER WEEK

TBD

DATE POSTED

Oct 21, 2024

JOB OVERVIEW

At SmartStay, we set the highest standards in redefining the short-term rental experience in Dubai. Our innovative approach to rental management, combined with personalised care, consistently delivers unforgettable guest experiences. We are now seeking a Lead Virtual Assistant to manage our VA team and oversee the guest experience journey.

The Role: Virtual Assistant- Vacation Rentals
Are you an experienced Airbnb Case Manager Level 2 or Team Lead with a passion for hospitality? SmartStay is looking for a proactive, results-driven Lead Virtual Assistant to manage a team of VAs and ensure all guest communications and experiences are handled to the highest standard. The ideal candidate will have significant experience at Airbnb in senior roles, a deep understanding of the short-term rental industry, and proven leadership skills.

Responsibilities:
-Lead and manage a team of 8-10 Virtual Assistants, ensuring consistent, high-quality guest communication and support across multiple platforms.
-Oversee all guest communications, including handling complex issues and escalations via phone, email, chat, and WhatsApp.
Manage AirCover cases, ensuring timely resolution and accurate claim management.
-Ensure the team delivers a seamless guest experience that consistently achieves a 5-star rating across all platforms.
-Write, optimise, and manage Standard Operating Procedures (SOPs) to streamline processes and ensure consistency across operations.
-Monitor and evaluate VA performance, conducting regular reviews and setting KPIs related to guest satisfaction, with a goal of maintaining at least an 85% satisfaction rate.
-Track and analyse guest satisfaction metrics, providing reports and recommendations for improvement to senior management.
-Ensure all guest records are maintained accurately, including managing platforms like Hostaway, Airbnb, and Booking.com.

Qualifications:
-Must have prior experience as Airbnb Case Manager Level 2, Team Lead, or Operations Manager at Airbnb.
-Proven leadership and team management experience, with the ability to train, mentor, and oversee a high-performing team.
-Proficient in Hostaway and other property management systems.
-Exceptional communication skills in English, with the ability to handle complex issues empathetically and professionally.
-Strong problem-solving abilities, with a focus on guest satisfaction and operational efficiency.
-Experience with writing and optimising SOPs and driving operational improvements.
-Ability to multitask, prioritise tasks, and remain calm under pressure.
-Flexibility to respond to operational needs as they arise, with a focus on accountability for key metrics.

What We Offer:
-Competitive base salary of $2,000 per month, plus performance-related bonuses.
-The opportunity to work with an innovative, rapidly growing hospitality brand.
-Clear pathways for career advancement within SmartStay as we continue to expand.

How to Apply:
Ready to take the next step in your career? Apply directly through OnlineJobs.ph with a short cover letter explaining why you’re the perfect fit for this role, and start your application with the words Burj Khalifa. Incomplete applications will not be considered.

SKILL REQUIREMENT
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