You play a crucial role in influencing our guests' experiences and encouraging favorable reviews on all platforms as a Guest Experience Advocate. You play a crucial role in making sure our guests have a wonderful stay and in quickly addressing and resolving any issues that may occur. During a guest's stay, you have the duty to actively address any difficulties that arise, demonstrate exceptional problem-solving abilities, and actively participate in the continuous improvement of the overall guest experience. This is a remote position.
Responsibilities:
Exceptional guest support
Provide an elevated guest service experience through live chat, email, and phone interactions.
Promptly answering calls, emails, and live chats to address guest concerns.
Ensure a 'white glove' approach to meet and exceed guest expectations.
Support guests throughout their entire booking journey, from booking to post check-out.
Issue Resolution
Take a proactive stance in addressing issues, anticipating guest needs, and preventing escalations.
Utilize strong problem-solving skills to identify and implement efficient and satisfactory resolutions.
Provide clear and concise information regarding next steps and resolutions.
Actively follow up with guests to ensure satisfaction and close the loop on resolved issues.
Collaboration
Work collaboratively with cross-functional teams to ensure a coordinated approach to providing exceptional guest support.
Share insights and contribute to the continuous improvement of processes.
Requirements
• Minimum 2 years in a customer support or guest service role
• Background in Airbnb or short-term rental is a must.
• Excellent verbal and written communication and a high proficiency in English
• Strong problem-solving abilities and a proactive mindset
• You’re very comfortable with using technology and digital systems
• You’re resilient - stress doesn’t stress you out.
• Ability to adapt to changing environments and varying guest needs, showcasing flexibility in handling different situations.
• Strong internet connection and fast speed and appropriate working from home space
• Additional consideration will be given if you have prior experience in the short-term rental industry or property management, demonstrating familiarity with related processes and dynamics.
• COMFORTABLE WORKING ON A ROTATING SHIFT AND HAVING NON-CONSECUTIVE DAYS OFF WHICH MAY HAPPEN ONCE IN A WHILE
Benefits
Independent Contractor Perks
• Permanent work from home
• Immediate hiring
• Steady freelance job