Experienced Customer Support Representative – AirBnB Management & Operations

Are you passionate about delivering exceptional customer experiences and navigating the ever-evolving world of short-term rentals? Do you have a knack for problem-solving, a keen eye for detail, and a love for travel and hospitality? If so, we invite you to join our dynamic team at blithequark as a Full-Time Customer Support Representative. At blithequark, we're dedicated to providing top-notch support to our AirBnB clients, ensuring their properties shine and their guests have unforgettable experiences. As a key member of our team, you'll play a vital role in managing guest inquiries, resolving issues, and driving business growth. If you're a tech-savvy, customer-focused individual with a passion for the travel industry, we want to hear from you!

About blithequark

blithequark is a forward-thinking company that's revolutionizing the way short-term rentals are managed. Our team is comprised of innovative thinkers, passionate travelers, and dedicated professionals who share a common goal: to provide exceptional experiences for our clients and their guests. With a focus on technology, customer satisfaction, and continuous improvement, we're shaping the future of the hospitality industry.

Key Responsibilities

As a Full-Time Customer Support Representative at blithequark, you'll be responsible for: ### Guest Management & Communication

• Respond to guest inquiries and messages promptly, ensuring timely and effective communication
• Handle guest bookings, questions, and special requests with a smile
• Send pre-arrival, check-in, and check-out instructions automatically to ensure a seamless guest experience
• Handle guest reviews and respond to feedback in a professional and courteous manner
• Manage any guest issues or complaints during their stay, providing solutions and support when needed

### Listing Management

• Update listing descriptions, photos, and amenities as needed to ensure accuracy and appeal
• Optimize listing titles, descriptions, and photos for better performance and visibility
• Monitor and adjust pricing strategies using tools like Hospitable Dynamic Pricing, Price Labs, and Beyond Pricing
• Update calendar availability across multiple booking platforms to ensure seamless bookings
• Ensure consistency of listings across AirBnB, VRBO, Booking.com, Furnished Finder, and other platforms

### Operations Coordination

• Schedule and coordinate cleaning services between bookings to ensure timely and efficient turnover
• Communicate with cleaners and maintenance staff for urgent tasks and ensure prompt resolution
• Organize property maintenance and repairs as needed using tools like Monday
• Track inventory of essential supplies and reorder when necessary to maintain a well-stocked property

### Guest Experience & Automation

• Set up and manage automated messages using Hospitable or other tools to enhance the guest experience
• Prepare welcome guides and house manuals for guests to ensure a smooth and enjoyable stay
• Assist with creating personalized recommendations for local attractions and dining using Google Maps and ScribeHow.com
• Coordinate any concierge services for guests, such as airport pickups and reservations

### Booking Optimization

• Monitor booking performance and suggest improvements to drive business growth
• Research competitors to ensure competitive pricing and stay ahead of the market
• Implement special promotions or discounts to increase bookings and drive revenue
• Track KPIs like occupancy rates, average daily rate (ADR), and booking lead times to inform business decisions

### Customer Support & Reviews

• Promptly respond to all reviews and guest feedback, addressing concerns and providing solutions
• Address negative reviews in a professional manner, turning complaints into opportunities for growth
• Request and encourage positive guest reviews to enhance our online reputation

### Administrative Tasks

• Create and manage Slack for team communication to ensure seamless collaboration
• Keep financial records of bookings, expenses, and payments to maintain accurate accounting
• Track incoming payments and overdue balances to ensure timely payment
• Prepare income and occupancy reports to inform business decisions
• Manage insurance policies and relevant documentation to ensure compliance
• Perform light bookkeeping in the free version of Waveapps
• Create invoices in Zoho invoices
• Utilize a range of tools, including Slack, Monday, ClickUp, Trello, Notion, ChatGPT, Google Sheets, Google Docs, PriceLabs, Hospitable, Gmail, Canva, Excel, Word, and Go High Level
• Manage social media posting on Instagram, TikTok, and YouTube
• Manage email communication with guests, partners, and team members

### Marketing & Growth

• Assist with social media marketing, including posting on Instagram and Facebook
• Coordinate email marketing campaigns to past guests to drive repeat business
• Manage partnerships with local businesses for cross-promotion and collaboration
• Assist in creating direct booking channels and websites to increase revenue

### Special Projects

• Help create new Airbnb listings by collecting property details and ensuring accuracy
• Assist with onboarding new properties, ensuring all steps are completed and properties are ready for bookings
• Conduct market research to identify potential new locations or properties for expansion
• 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 to ensure guest satisfaction
• Ensure guests have access to self-check-in and offer support if issues arise

Essential Qualifications

* 2+ years of experience in customer support, hospitality, or a related field

• Strong communication and problem-solving skills, with a customer-focused mindset
• Proficiency in using technology, including Google Suite, Microsoft Office, and social media platforms
• Familiarity with AirBnB and short-term rental management software, such as Hospitable and Waveapps
• Ability to work independently and as part of a team, with a strong attention to detail and organizational skills
• Excellent time management and prioritization skills, with the ability to handle multiple tasks and deadlines
• Strong analytical and problem-solving skills, with the ability to think critically and creatively

Preferred Qualifications

* Experience in the travel or hospitality industry, with a passion for delivering exceptional customer experiences

• Familiarity with free Wave bookkeeping software and other accounting tools
• Experience with social media marketing and email marketing campaigns
• Knowledge of local markets and competition, with a keen eye for pricing and revenue optimization
• Ability to speak multiple languages, with a strong understanding of cultural nuances and customer preferences

What We Offer

* Competitive hourly rate, with bonuses paid in addition to your hourly rate

• Opportunity to work with a dynamic and innovative team, shaping the future of the hospitality industry
• Comprehensive training and onboarding program to ensure your success
• Flexible work arrangements, with the ability to work from home or in our office
• Access to a range of tools and software, including Google Suite, Microsoft Office, and social media platforms
• Opportunities for career growth and professional development, with a focus on customer support and hospitality
• A fun and supportive work environment, with a passion for delivering exceptional customer experiences

How to Apply

If you're a motivated and customer-focused individual with a passion for the travel industry, we invite you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience, skills, and qualifications. We can't wait to hear from you! Apply to this job Apply for this job