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Full-Time AirBnB Customer Support with Light Wave Bookkeeping

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We are seeking a full-time, tech-savvy Customer Support Representative to assist our AirBnB clients.

Bonuses Paid in additional to hourly rate.

The ideal candidate will possess strong communication skills, be knowledgeable about the AirBnB platform, and have a customer-focused mindset. Familiarity with free Wave bookkeeping software is a significant advantage. You will handle inquiries effectively, resolve issues, and ensure an exceptional customer experience. If you're enthusiastic about travel and hospitality, we want to hear from you!

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Guest Management & Communication:

- Respond to guest inquiries and messages promptly.

- Handle guest bookings, questions, and special requests.

- Send pre-arrival, check-in, and check-out instructions automatically.

- Handle guest reviews and respond to feedback.

- Manage any guest issues or complaints during their stay.

Listing Management:

- Update listing descriptions, photos, and amenities as needed.

- Optimize listing titles, descriptions, and photos for better performance.

- Monitor and adjust pricing strategies using tools like Hospitable Dynamic Pricing, Price Labs, Beyond Pricing.

- Update calendar availability across multiple booking platforms.

- Ensure consistency of listings across Airbnb, VRBO, Booking.com, Furnished Finder etc.

Operations Coordination:

- Schedule and coordinate cleaning services between bookings.

- Communicate with cleaners and maintenance staff for urgent tasks.

- Organize property maintenance and repairs as needed using tools like Monday

- Track inventory of essential supplies and reorder when necessary.

Guest Experience & Automation:

- Set up and manage automated messages using Hospitable or other tools.

- Prepare welcome guides and house manuals for guests.

- Assist with creating personalized recommendations for local attractions and dining using Google Maps and ScribeHow.com.

- Coordinate any concierge services for guests (e.g., airport pickups, reservations).

Booking Optimization:

- Monitor booking performance and suggest improvements.

- Research competitors to ensure competitive pricing.

- Implement special promotions or discounts to increase bookings.

- Track KPIs like occupancy rates, average daily rate (ADR), and booking lead times.

Customer Support & Reviews:

- Promptly respond to all reviews and guest feedback.

- Address negative reviews in a professional manner.

- Request and encourage positive guest reviews.

Administrative Tasks

- Create and manage Slack for team communication

- Keep financial records of bookings, expenses, and payments.

- Track incoming payments and overdue balances.

- Prepare income and occupancy reports.

- Manage insurance policies and relevant documentation.

- Light bookkeeping in free version of Waveapps

- Create invoices in Zoho invoices

- Use Tools: Slack, Monday, ClickUp, Trello, Notion, ChatGPT, Google Sheets, Google Docs, PriceLabs, Hospitable, Gmail, Canva, Excel, Word, Go High Level

- Social media posting on Instagram, TikTok, YouTube

- Email management

Marketing & Growth:

- Assist with social media marketing, such as posting on Instagram or Facebook.

- Coordinate email marketing campaigns to past guests.

- Manage partnerships with local businesses (e.g., cafes, tours) for cross-promotion.

- Assist in creating direct booking channels and websites.

Special Projects:

- Help create new Airbnb listings by collecting property details.

- Assist with onboarding new properties, ensuring all steps are completed.

- Conduct market research to identify potential new locations or properties.

- Help plan for expansion by researching property acquisition or rental opportunities.

Guest Support During Stay:

- Troubleshoot guest issues like internet or appliance problems (by liaising with local support).

- Handle emergency calls or issues, coordinating appropriate on-site help.

- Ensure guests have access to self-check-in and offer support if issues arise.

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2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

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The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

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