Airbnb/Short term rental co-host, Remote & In person

Job Description

Job Description Full Job Description This position will begin as a part-time, on-call position as Property Manager for busy Airbnb/Short Term Rental Management Company. There is opportunity for growth. The ideal candidate must be flexible, adaptable, trustworthy and detail-oriented. About The Company: At Niagara Hospitality, we welcome 20,000+ guests from all over the world to our properties. Hospitality and people are at our core, and every interaction we have is an important one. Our mission is to host our properties in a way that makes our guests feel valued, appreciated and relaxed, so they can freely enjoy their vacations, reunions and celebrations without a worry. Role Purpose The co-host is our frontline for ensuring a guest's stay is everything they wanted, and more. A Jack or Jane of All Trades, our co-host ooze common sense and resourcefulness. They've never met a problem they can't solve, and no guest- no matter how tired or cranky- can ruffle their feathers. Our co-host needs to marry Hospitality with Home Ownership; They can answer guest inquiries and make reservations like a boss, and then can turn right around and screw a toilet paper holder back into the wall, or stock a shower with shampoo and conditioner. No job is above or below them, no task too big or too small. Our Co-host needs to be able to get the job done, with a smile on their face and a pep in their step! They work hard, and smart, know how to leverage technology, delegate out what they can't figure out themselves, and still keep hospitality at the core of all they do. Duties and Responsibilities

• Answer inbound calls and Emails from our guests/homeowners and provide them with friendly efficient solutions to any issues or requests they may have while in stay.
• Liaise between guests, homeowners, and contractors to fix any home repairs that arise during or after the stay.
• Collect detailed information from customers and the field to formulate a resolution response to issues within service delivery and cost guidelines.
• Manage challenging communications with high-value customers (homeowners, guests, and travel agents) who are unsatisfied with our service, product or resolution offered.
• Reporting any issues discovered during property inspections and forwarding to appropriate managers.
• Regularly inspect properties after their assigned cleaning to ensure they are ready for incoming guests.
• Perform some small or unskilled maintenance tasks, such as changing batteries or air filters, rolling trash canisters in/out from the street, tightening a screw on a towel holder, spreading salt on the ground prior to a frost, etc.
• Work with your peers and management to drive organizational and process improvements throughout the business to prevent repeat issues from occurring.
• Arrange to fulfill any or all guest requests before or during their stay

Qualifications and Experience

• Must be a go getter and a self starter.
• Must be able to lift 100lbs at certain points.
• Attention to detail: As stated above, application MUST include a cover letter or other means of personal introduction with the word "cactus" to demonstrate ability to be detail oriented.
• Excellent communication skills, with the ability to communicate difficult messages clearly and empathetically; fluency in written and spoken English is required.
• Must be willing to use smartphone and/or other device and allow for GPS tracking while working.
• An active listener who can think quickly and critically under pressure
• Able to confidently solve complex problems, while maintaining customer satisfaction and controlling costs
• Ability to calmly thrive under pressure, perform consistently and work with a sense of urgency
• Superb organization skills in order to prioritize and manage a large volume of cases during peak periods, as well as work autonomously
• Possess the ability to deliver luxury hospitality services to all of our guests
• Experience in home maintenance or property ownership
• Must be resourceful and willing to pitch in wherever needed
• Must be a self-starter, and able to recognize need before a task is assigned
• Must be comfortable working in multiple locations, across multiple properties any given day.
• Must have a valid US Driver's License and reliable vehicle.
• Please note: Flexible availability is a MUST for this position. We operate on a rotating schedule, which includes a combination of day & night shifts, weekends and holidays
• HOTEL EXPERIENCE A PLUS
• MUST RESIDE IN THE BUFFALO/NIAGARA FALLS AREA

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