On-Call AirBnB Guest Communication Specialist for US Short Term Rentals

*ABOUT THE COMPANY*
FIBI Vacation Rentals is a rapidly-growing short term rental management company, based in Las Vegas, NV, USA, currently managing a portfolio of 40 properties in various states. As our portfolio continues to grow, so does our team!

We specialize in maximizing returns on short-term rental properties. What sets us apart is our unwavering focus and ability to enhance rental revenue. Unlike other property managers who charge high rates, FIBI begins each management partnership with a strategic consultation, evaluating each property’s performance or potential and devising plans to boost its profitability. We manage every aspect of the property operations, including bookings, guest communication, cleaning/turnovers, supplies, repairs, and maintenance. Our approach is hyper data-focused, ensuring that every decision we make is driven by analytics to optimize investment returns.

Position: On-Call Guest Communication Agent

Shifts Available:
Tuesday - Friday or Friday - Monday

Hours: On-call from 7am PST to 12am (midnight) PST

Compensation:
$1/hour for being on-call
$6/hour for hours worked when called in (with a minimum of 3 hours per call-in)

Expectations:
Must report to shift within 30 minutes if called in.
Provide last-minute coverage in case of a full-time teaUpgrade to see actual infomber calling out or during high workload periods.
Guaranteed a minimum of 3 working hours per week.

*RESPONSIBILITIES*
- Guest Inquiry Management: Respond promptly and professionally to guest inquiries.
- Booking Coordination: Assist guests with booking requests, reservation changes, cancellations, collecting payment, issuing refunds, and other booking-related matters.
- Pre-Arrival Communication: Provide guests with essential information such as check-in instructions, property details, and local area recommendations prior to their arrival.
- On-Stay Support: Handle guest issues and requests during their stay, such as maintenance needs, special accommodations, and other concerns, while ensuring timely and satisfactory resolution.
- Post-Stay Follow-Up: Gather feedback from guests post-stay, address any complaints, and work to resolve them promptly. Encourage guests to leave reviews and ratings.
- Property Knowledge: Maintain a strong understanding of our properties and amenities to accurately address guest questions and concerns.
- Issue Resolution: Mediate guest complaints as needed to resolve conflicts
- Cross-Departmental Collaboration: Work closely with other departments such as maintenance and management to ensure seamless guest experiences.
- Reporting and Documentation: Maintain accurate records of guest interactions and issues, and provide regular reports to management.

*REQUIREMENTS*
- Excellent communication skills in English, both written and verbal is a MUST.
- Familiar with Google Workspace (Gmail, Drive, Spaces), Hostaway Channel Manager, Breezeway, AirBnb Support, preferred.
- Familiarity with Screenlogic/Pentair Remote pool heating, preferred.
- Ability to work on Pacific Standard Time (PST) Time-Zone
- Back-up power supply & back-up internet

***HOW TO APPLY***

Answer below scenarios & Attached your CV

A. If you received this communication from a guest, how would you respond? Please also list any steps you may take or information you may need before responding to the guest as well.

"Hey Gina and Alexis, is there a way to get some extra bath, pool, and kitchen towels? We also noticed that there were no kitchen wash cloths or dishwasher soap - are those things you can provide? We also noticed that the regulator on the grill is a little wonky - you have to thread it just right to get adequate pressure to the burners so it might be worth having your maintenance person take a look. Finally, is there a charger for the dish soap dispenser? Thanks!"

B. Review the following interaction between guest and host. Evaluate the host response. Was it an appropriate response? Did it answer the guest's question or address their comment or needs? Is there anything you would have said/done differently? If so, what?

Guest: "Good afternoon. Our flight lands at 11:30 pm tomorrow. I hope this is not an issue. I appreciate your help!"

Host: "Hello Samantha thank you for letting us know of your arrival time, please note that early check in it's not possible due to same day turnover. Standard check in time is at 3:00 p.m. looking forward to hosting you tomorrow. Safe travels!"

C. You receive this pre-booking inquiry from a potential guest, how do you respond?

"Hello - your property looks wonderful Only question I have - can the pool be heated? If not do you have any idea what the water temperature might be for the days we plan to travel?"

D. You receive a message from a guest informing you that they have found a snake in the backyard of the property. What do you do? And/or what other information would you want/need to know?