Airbnb Customer Engagement Assisstant

Job Description
This is a remote position.

Schedule:

20 hours per week
Monday to Friday, 6PM to 10PM Winston Salem, NC
Client Timezone: Eastern Time Zone

Client Overview
Join a thriving short-term rental management company that’s revolutionizing the vacation experience in the picturesque Triad area. Our client is at the forefront of the booming vacation rental industry, managing a diverse portfolio of properties that cater to discerning travelers seeking unique and comfortable accommodations. With a strong presence on platforms like Airbnb, this company is dedicated to providing exceptional guest experiences and maintaining a stellar online reputation.

Job Description
Are you passionate about hospitality and have a knack for crafting compelling responses? We’re seeking a detail-oriented Airbnb Assistant to join our client’s dynamic team and take charge of their review management process. In this role, you’ll be the guardian of our client’s online reputation, crafting thoughtful responses to guest feedback and navigating the intricacies of Airbnb’s review system. Your words will not only shape guest perceptions but also drive bookings and elevate the overall success of our client’s rental properties.

As an Airbnb Assistant, you’ll dive deep into the world of short-term rentals, gaining invaluable experience in a rapidly growing industry. You’ll work closely with a dedicated team of property managers, learning the ins and outs of successful vacation rental operations. This position offers the perfect blend of customer service, strategic thinking, and creative writing, providing a unique opportunity to develop a diverse skill set while contributing to the growth of an exciting business.

Responsibilities
Craft personalized, engaging responses to positive guest reviews, enhancing the property’s appeal to future travelers
Tactfully address negative feedback, turning challenges into opportunities for improvement and showcasing our client’s commitment to guest satisfaction
Monitor and analyze review trends across multiple property listings, providing insights to the management team
Stay up-to-date with Airbnb’s latest policies and best practices for review management, ensuring compliance and maximizing the impact of our client’s online presence
Collaborate with the property management team to address issues raised in reviews, contributing to continuous improvement of guest experiences
Develop and implement strategies to encourage guests to leave positive reviews, boosting overall ratings and visibility on the Airbnb platform
Act as a brand ambassador in all communications, consistently reflecting our client’s values and commitment to exceptional hospitality
Requirements
3+ proven experience with the Airbnb platform, including a deep understanding of its review system and policies
Exceptional written communication skills in English, with the ability to craft compelling, professional responses
Strong customer service orientation with a talent for diplomacy and problem-solving
Ability to work independently and manage time effectively in a remote setting
Keen attention to detail and a data-driven approach to analyzing review trends
Background in hospitality, customer service, or related fields is a plus
Proficiency in using various software tools for task management and communication
Passion for the travel and hospitality industry, with a genuine interest in enhancing guest experiences