Short-Term Rental (STR) Operations Assistant & Client Onboarding Rockstar

About the company:
We are a family-owned and operated company that is looking to grow. We specialize in short-term rentals currently focused on markets in Florida and Texas. We are expanding into cohosting for other homeowners to reduce their stress with short-term rental passive income.

Job Summary:
We are seeking a highly organized, motivated and tech-savvy individual for the role of Short-Term Rental (STR) Operations Assistant & Client Onboarding Rockstar to join our team. This role will be the heart and soul of our operations by streamlining our business workflows, building out and improving SOPs, and managing the setup of new listings effectively. Naturally this role also includes general management of the STR business described below.
The company already has several pieces of software and tools in place to automate many tasks. This role requires a deep understanding of & proficiency in various tech software/platforms, excellent communication skills (English - verbal and written) and ability to maintain positive relationships with guests and vendors, especially while resolving issues.
This role would be based on United States Eastern time zone hours, roughly 3pm to 11pm, on Thursdays to Mondays.

Key Responsibilities:

STR Property Management
Guest Communication: Initial inquiry messages - with a response within the hour (or upon waking if received overnight) to answer any questions, check availability or send quotes for the potential guest; Existing booking messages - respond to guests that have questions about their upcoming booking; During booking messages - respond to guests during their stay if they have questions or issues to address
Organizing maintenance and repairs, and coordinating with our service professionals - as needed
Manage supply replenishment and ordering replacement items as necessary
Managing turns (cleaners & pool team cleaning the property) at each check out (this is automated, but is a quality check). Also follow-up with cleaners post-clean for damage or issues that need addressed with service professionals and gather the cleaners input on a guest rating
After confirming no guest issues, leave reviews for the guest 2 days after their stay and kindly request reviews from the guest
Create and manage (consistently updating content, including rotating photos) listings for Airbnb, VRBO, and other platforms
Complaint Resolution - Follow-up on complaints by guests or damage claims submitted by our team
Dynamic pricing - we currently use a 3rd party for the near term pricing, but would love to start having someone look at this more regularly especially 60-90 days out; The idea would be to regularly identify good competitive sets, track market statistics and adjust pricing accordingly

Client Acquisition / Onboarding
Take full ownership and responsibility for the STR onboarding process, including system building and documentation with a focus on effective time management for everyone
Collaborate with teaUpgrade to see actual infombers and communicate effectively with clients and vendors to ensure a smooth onboarding process
Ensure timely collection of information from owners for onboarding

Management of the Business
Compile a list of potential improvements (processes, guest feedback, etc) for the team biweekly
Complaint Resolution - Follow-up on complaints by guests or damage claims submitted by our team
Monthly Reporting and KPIs - help us start tracking and analyzing key performance indicators
Assist bookkeeper with classifying charges and providing any documentation needed
Manage and utilize Upgrade to see actual info to keep all work tasks and projects organized for the team
Complete the online course modules on STR Cohosting as assigned
Work with the owner to identify potential gaps in the business workflows
Continuously create, update and maintain all internal STR documentation as our processes evolve. Initially this may require organization of the Google Drive including Zero Inbox organization


Applications Used:
Google Suite, OwnerRez, Airbnb, VRBO, Ring, Schlage, SmartThings, Minut, Slack, Lastpass, Upgrade to see actual info, StayFi, Intellihost, Calendly

Requirements:
Strong experience with platforms like Airbnb; Former Airbnb employees are highly preferred
Strong interpersonal skills, with friendly, helpful, and optimistic problem-solving attitude
Self-motivated with ability to build and improve systems with a focus on efficiency and effectiveness
Must have fast, reliable internet connection
Excellent English both written and spoken

Company Culture:
There are several words that describe our company: fun, outgoing, detail oriented, data-driven, personable, reliable and consistent.


What We Offer:
Competitive wage
Paid training - get paid while you learn about our systems and processes
Opportunity to work for a dynamic and growing company in the exciting field of STRs
Opportunity to expand work scope and potential for pay raises
A supportive and collaborative team environment that cares for you as a person

How to Apply:
Please send an email to Upgrade to see actual info applying, please look up the full name of the lead singer for Guns N’ Roses and use that for the subject line of your email. Include examples of your previous experience and accomplishments that fit the requirements listed above.