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.