Guest Experience Manager

Notes before application:

• This is an independent contractor role. Salary stated in the job advertisement is "all-in"
• Salary is up to Php 75,000/month "all-in"
• This is a 42 hours shift per week
• This role is only available in the Philippines.
• This is a permanent work-from-home role.

Hiring Company Summary:

The hiring company manages a collection of 44 vacation rental suites situated in the lively locales of Rocklea, Sunnybank, Acacia Ridge, and Kuraby, Queensland. With a strong commitment to values such as customer obsession, accountability, curiosity, humility,  efficiency, and teamwork (CACHET), we pride ourselves on delivering exceptional hospitality experiences to our guests, ensuring their stays are not just comfortable and clean but also infused with a touch of personalized excellence.

Position Summary:

We are seeking an enthusiastic Guest Experience Manager to oversee the day-to-day operations of Airbnb properties. The ideal candidate will be proactive, detail-oriented, and capable of managing a variety of responsibilities efficiently. This role involves enhancing guest relations, maintaining high-quality standards, managing staff, and handling administrative tasks.

Key Responsibilities:

Guest Relations (10%):

• Make decisions around bookings and urgent guest issues.
• Respond promptly to guest inquiries, concerns, and requests to ensure a positive and seamless experience.

Staff Management (30%):

• Manage and coach cleaners, ensuring tasks are completed to a high standard.
• Rostering cleaners and verifying task completion.
• Attend weekly scrum meetings to discuss issues and tasks.

Administrative Tasks (30% initially, reducing to 10%):

• Handle data entry and emails.
• Maintain accurate records and ensure all information is up-to-date.

Property Management (30%):

• Manage property listings on Airbnb.
• Accept and modify bookings as needed.
• Conduct quality control inspections and manage damage claims from guests and/or booking channels.
• Handle guest reviews and manage claims for any damages.

Skills and Responsibilities:

• Bachelors degree graduate
• Project management experience required
• Atleast 5 years of professional experience required
• Airbnb, VRBO, Booking, and property management experience required.
• Strong commitment to customer service and hospitality.
• Excellent communication and interpersonal skills.
• Proven ability to manage multiple tasks and prioritize effectively.
• Experience in managing staff and coordinating with suppliers.
• Detail-oriented with strong organizational skills.
• Proficient in data entry and managing bookings.
• Technology Savvy