Airbnb Guest Support VA

Airbnb Guest Support VA

Remote

US-based short-term rental company seeking to maximize bookings and guest satisfaction. They operate with a remote workforce to provide 24/7 guest support, ensuring that guests always have assistance available, regardless of the time of day.

Job Description

We are seeking a dedicated and responsive Airbnb Guest Support Virtual Assistant to join a growing US-based short-term rental company.

This role is crucial for ensuring a seamless guest experience, requiring prompt replies to inquiries and swift resolution of any issues that may arise. You will be responsible for managing guest communications, utilizing existing templates, and developing new ones as needed. A key aspect of this position is responding to booking inquiries within 15 minutes to secure reservations.

The schedule for this role is 8 AM to 3 PM Eastern Time, seven days a week, with no weekend off. This is an on-call shift, meaning you will be available to respond as needed, rather than being constantly busy.

Your responsibilities will include clearing overnight message queues, answering guest questions, leaving guest reviews, opening disputes with Airbnb support when necessary, and coordinating with cleaning teams via WhatsApp. You will also be involved in finishing new listings and updating existing ones, and occasionally calling guests to resolve problems.

Required Skills

  • Airbnb Host InboxCo-hostingWhatsAppGoogle WorkspaceGuest CommunicationCustomer Service

Key Responsibilities

  • Clearing the overnight message queue the moment your shift starts
  • Answering guest questions from the existing templates, and writing new ones as patterns show up
  • Replying to booking inquiries within 15 minutes
  • Leaving guest reviews, and opening disputes with Airbnb support when there’s a case to make
  • Messaging the right cleaning team in the right WhatsApp group when a guest needs something
  • Finishing new listings once the photos are uploaded, and updating existing ones
  • Calling a guest now and then when something has gone wrong, to make it right

Qualifications

  • Proficiency in Airbnb host inbox
  • Experience with co-hosting
  • Familiarity with WhatsApp
  • Proficiency in Google Workspace
  • Real short-term rental experience, not general customer service
  • Excellent written English
  • Calm and clear on a call when one is needed
  • Organized enough to track which listing, which room, and which cleaning team
  • Backup internet and a backup computer
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