PH AirBnB Management Assistant
PH AirBnB Management Assistant
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Job Description
We prioritize the processing of one active application at a time. If you have applied for multiple job openings within our organization we kindly request that you direct any update inquiries to the team responsible for handling your initial application.
Position : AirBnB Management Assistant
Work Hours (Client) : This job is for 5 days a week Approx 50 hours a week with a fluid schedule of Friday Saturday Sunday Monday and Tuesday from 9am EST 11:00AM EST and 2:00pm EST 8:00pm EST plus 11pm EST 12:00AM EST every night of the week (to check cleans for next day and confirm all messages for the day were responded to) and 2 hours on Wednesday and Thursdays at your flexibility.
Training: For the first 13 months training schedule will be for 3 days a week 24 hours a week with a schedule of Friday Monday and Tuesday from 12pmEST 9:00pmEST with a 60 minute break.
Holidays/PTO : No US or PH holiday will be off automatically and no additional holiday pay. However I am flexible with granting requested time off as needed (without pay).
Pay Range : During Training $900$1200/month USD (depending on interview assessment and client's approval)
After Training $1700$2700/month USD
Duties and Responsibilities:
Disclaimer: The shortterm rental industry is being squeezed on all sides in recent years making it harder than ever to remain competitive and make a profit. Due to market conditions the supply of AirBnBs has been outpacing the demand for about two years. AirBnB also became a publicly traded company on Wall Street a few years ago. These two factors (and likely others) have seen AirBnB change from a company that I loved and fully trusted to support their Hosts fairly to a company that I hate and have almost no trust in. I truly feel like I am in a constant war now with AirBnB. I have no confidence whatsoever that AirBnB Support will treat hosts fairly. They have consistently changed their policies to be less and less Hostfriendly. And they won’t even reliably follow these written policies often just making up the rules on the spot. They continually exhibit poor judgment and are quick to take payouts from Hosts without good reason. Therefore despite relying on the AirBnB platform for almost all of the revenue for my company I have been forced to approach AirBnB (AirBnB Support specifically) as the enemy. I do not hesitate to do whatever is needed to combat AirBnB and prevent them from taking my payouts. As AirBnB no longer provides any protection from the 5% of guests who are bad guests (scammers Karens criminals liars) I have to protect myself from them through almost any means necessary. Since my company is in a metaphorical war with AirBnB (at least until the company changes for the better) I need whoever takes this role to be my metaphorical soldier in this war. Therefore if you are uncomfortable with this in any way this would not be the job for you.
- Respond to guest messages from 40 shortterm rental properties in a timely manner.
- Develop intimate knowledge over time of every property so you may answer all questions.
- Handle urgent guest issues by troubleshooting with guests or coordinating with local cleaners/maintenance people to get someone to property asap.
- Respond quickly to booking inquiries and booking requests.
- Order household supplies to be delivered for each property as needed based on requests from cleaners/maintenance people.
- Check all incoming new bookings for pets additional guests early checkins or late checkouts and make sure payments are collected before guest checkin.
- Handle direct bookings to include creating rental agreements to be sent to clients for esigning then communicating with guests throughout stay.
- Schedule and help assign cleans and maintenance tasks in Asana. Check and confirm cleans for the next day on a nightly basis (around 11pm EST).
- Communicate with cleaners and maintenance in each city to coordinate that cleanings and maintenance issues reported by guests or anyone else are taken care of in a timely manner.
- Requesting sameday or scheduling future repairs or tasks from local maintenance people/assistants or task rabbits.
- Manage all unhappy guests with the goal to prevent negative reviews and minimize refunds given.
- Prevent them from writing a negative review in the 2 week period after checkout.
- Develop intimate knowledge of the AirBnB Reviews Policy to have negative reviews removed from guests who violate the policy.
- Develop intimate knowledge of the AirBnB Rebooking Policy to know how guests can get a refund from AirBnB support and how to prevent this.
- Use guest feedback and complaints to help cleaners improve.
- Make judgment calls often in regards to granting or denying guest requests approving or denying booking requests offering discounts to guest inquiries and deciding how to best respond to upset guests.
- Posting Ads for Job Positions Online Coordinating Phone Interviews with candidates selecting and onboarding new employees.
- Writing reviews for guests sometimes would need to be posted at specific times on specific days. Asking guests who had good experiences to write reviews.
- Communicating with AirBnB support as needed through messaging on the website as well as on the phone.
- Accounting and Financial Statement Preparation: data entry to compile Profit and Loss sheets for each property.
- AirBnB Listing Management: Create and duplicate existing AirBnB listings. Regularly check and edit AirBnB listings.
- File AirCover Claims to get reimbursement from AirBnB for any damages or extra expenses during guest stays.
Minimum Requirements:
This position would work best for those that:
- are fluent in English both verbally and written.
- have a good smartphone with a solid data plan and are able to maintain a reliable connection at all times on work days.
- are looking for longterm work for the foreseeable future and are interested in growth potential.
- have excellent written communication skills and guest service instincts.
- are independent selfstarters who aren't afraid to make smart judgement calls.
- are rulebreakers who can creatively problemsolve in the moment
Employment Type
Full Time
