Virtual Short Term Rental Assistant

Job Responsibilities:

1. Guest Communication (via Property Management System):
Respond promptly to inquiries from current, incoming, and former guests.
Ensure guests receive access codes before arrival, adjusting for early check-ins or late checkouts.
Coordinate with cleaners to approve and process payments for early check-ins/late checkouts.
Address guest concerns regarding home or amenities and arrange maintenance as necessary.
Provide personalized recommendations for dining and activities.
Use PMS to draft and publish guest reviews and respond to feedback.

2. Cleaning Coordination and Supply Management:
Confirm cleaner arrival by 11:30 AM MST.
Communicate efficiently with cleaning staff.
Review post-cleaning photos to ensure readiness of the property.
Monitor and reorder inventory supplies as required.

3. Listing Optimization and Pricing Management:
Analyze listing performance and update copy or photos to boost engagement.
Verify listing accuracy on both the front and back ends.
Compare pricing with competitors and implement promotions to maximize occupancy.

4. Business Operations and Organization:
Regularly monitor and declutter email inboxes, including unsubscribing from spam.
Escalate and follow up on high-priority emails.
Develop and maintain SOPs for all tasks and processes.
Keep Google Drive organized with updated documents.
Process invoices, vendor payments, and prepare documents for bookkeeping.
Compile weekly activity summaries and monthly owner reports.
Handle ad-hoc data entry and resolve booking platform, software, or hardware issues.

5. Property Maintenance Coordination:
Track maintenance needs, assess priorities, and arrange service after approval.
Monitor battery levels for locks and cameras, coordinating replacements as needed.
Review daily property video recordings to ensure compliance with house rules.

Key Results:
Maintain a review rating of 4.8+ (or 8+ on Booking.com).
Ensure a 100% response rate to all inquiries.
Achieve an average response time of 10 minutes or less.

Requirements:
Proven experience in guest support for Airbnb and VRBO.
Exceptional written and spoken English communication skills.
Highly organized with keen attention to detail.
Excellent customer service skills, adaptable to various personalities.
Fast and accurate typing proficiency.
Strong problem-solving and critical-thinking abilities.
Familiarity with multiple technology platforms, including Google Drive, Microsoft Office, Hospitable, Pricelabs, Google Docs, Google Sheets, WhatsApp, Loom, Zoom, Schlage, and Ring.

Additional Information:
This role begins as part-time with potential to transition to full-time.
All applicants must include their favorite animal in the subject line of their response.