Key Responsibilities:
- Handle inbound and outbound communications with Airbnb guests, addressing questions, concerns, and reservation requests promptly and professionally.
- Provide customer service for long-term rental (LTR) tenants, managing inquiries, maintenance requests, and resolving issues to ensure tenant satisfaction.
- Respond to and follow up with rental and sales leads, providing information about available properties and scheduling viewings or follow-up calls as needed.
- Reach out to previous Airbnb guests via phone and email to encourage repeat bookings by highlighting promotions, such as direct booking discounts.
- Manage all guest communications through phone, email, and other relevant platforms (Airbnb, property management systems) to maintain a high level of service.
- Track and maintain lead and guest interactions using the company’s CRM, ensuring detailed notes and follow-ups are properly logged.
- Assist with upselling and promoting additional services to guests, such as extended stays, special packages, or property upgrades.
- Collaborate with the marketing and sales team to implement retention and promotional strategies aimed at increasing repeat bookings and tenant renewals.
- Address guest or tenant complaints with empathy and professionalism, offering swift resolutions to maintain high customer satisfaction.
Qualifications:
- Prior experience in customer service, sales, or guest relations, preferably within the real estate or short-term rental industry.
- Excellent communication skills both written and verbal, with the ability to build rapport quickly.
- Ability to handle multiple tasks and manage time efficiently.
- Strong problem-solving skills and good judgment in handling guest and tenant concerns.
- Proficiency in using CRM systems and other customer service tools.
- A positive attitude and customer-focused mindset.