senior Guest Experience Manager (short-term rental)RunRemote

Job Description
LOOKING FOR FILIPINO (PHILIPPINE-BASED) CANDIDATES
WORK HOURS: 9:00 AM to 5PM CDT (10PM to 6AM PHL)
SALARY RANGE: USD 1,200 to 1,750 a month
The Senior Guest Experience Manager will play an essential role that has a dramatic impact on the guest experience, owner satisfaction, and achieving revenue goals. The ideal candidate will have exceptional communication skills, attention to detail, strong problem solving skills, a willingness to learn, and be skilled at learning new software platforms. This role has two primary functions - the first is to manage all stages of guest communication. The second focus is to manage our distribution online in a way that will best showcase our properties to maximize bookings. From the creation of listings across multiple booking channels to refreshing existing listings to improve visibility in search results.
Responsibilities:
Oversee and respond to guest communication via multiple channels.
Address guest concerns and inquiries promptly and professionally, resolving issues to the guest's satisfaction.
Coordinate with property managers and maintenance teams to ensure any issues at the rental property are addressed promptly.
Achieve high guest satisfaction scores in post stay reviews. Encourage guests to share favourable reviews. Address problems in a way to avoid negative reviews.
Monitor online reputation and respond to reviews.
Prepare reports on our online reputation and areas that need to be addressed.
Become intimately familiar with all properties managed in the portfolio. Maintain a property information guide.
Create new listings on various platforms such as Airbnb, Expedia, and Booking.com.
Ensure listings are optimized for best visibility in search. Collaborate with property management to ensure listings are accurate.
Audit existing listings for accuracy and optimizing visibility.
Assist in scheduling of various tasks needed to achieve high property condition scores.
Coordinate with property managers and vendors.
Escalate overdue maintenance and guest request tickets.
Develop a working knowledge of how to best leverage Guesty (our PMS) and other tools such as Breezeway.
Update PMS and platforms as needed for onboarding and general updates.
Additional responsibilities as needed.
Requirements
Must have 5+ years of vacation rental management experience.
Excellent customer service and interpersonal / communication skills.
Ability to stay organized and handle multiple projects simultaneously.
Available on weekends and holidays to meet business demands
Knowledge of existing tech stack preferred including:
Guesty - PMS, Breezeway, Slack, Google Office