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Customer Service & Hospitality Manager for Airbnb Rentals (hotel/Airbnb experience required)
*Note: Hotel or short-term rental experience is required. Applicants without these qualifications will be denied.
Overview:
We are seeking a part-time communications manager to join the Hospitality team at Flexhome. Flexhome is Milwaukee's leading furnished housing provider with a growing presence in Chicago. We rent fully furnished apartments on a nightly to monthly basis and advertise them on sites like Airbnb, Vrbo, and Booking.com.
The Hospitality Manager role requires +/-20 hours per week on the following schedule, with some flexibility to add or adjust hours:
Monday: 3pm-5pm
Thursday: 3pm-5pm
Friday: 3pm-5pm
Saturday: 9am-5pm
Sunday: 9am-5pm (or at minimum 1pm-5pm)
The role is fully remote as we rely heavily on software like Slack to collaborate in real-time and replace the need for in-person meetings.
The ideal candidate will have experience in customer service and hospitality, strong attention to detail, and excellent skills with modern technologies, multitasking, and conflict resolution.
If you are a motivated individual with a passion for customer service, we encourage you to apply for this exciting opportunity.
Responsibilities:
Provide customer service to Flexhome guests
- Conduct guest screening to ensure safety and security and comply with Flexhome and property partner requirements
- Provide booking suggestions, make alterations, and otherwise manage all guest reservations
- Use our digital communication systems to manage guest communications (messages, emails, calls, texts, etc.)
- Respond to guest communications and address concerns in a timely, friendly and efficient manner
- Field guest complaints, conduct research, and negotiate solutions for guest satisfaction
- Troubleshoot maintenance and technology issues, lockouts, and other guest issues
Coordinate operational needs with Flexhome staff
- Schedule and monitor repairs & maintenance needs while coordinating with guests, Flexhome staff, property partners, vendors, and other stakeholders
- Work closely with Field Team to schedule turnovers and other tasks
Oversee various other tasks for Flexhome properties
- Serve as a point of contact for property partner communications
- Manage listing marketing and make revisions as needed
- Analyze guest reviews to determine opportunities for improvement
- Manage social media and periodic public relations activities
Skills:
- Positive attitude and exceptional customer service presence
- Excellent communication skills, both written and verbal
- Strong organizational and time-management skills
- Strong multi-tasking skills
- Must be technologically inclined with highly efficient navigation of web browsers and apps
- Proficiency in spreadsheets, word documents, and similar operational software
- Ability to work independently as well as part of a team
Requirements:
- Willing to work at least 5 days a week including holidays
- Reliable smartphone, computer, and high-speed wifi connection at all times
- Ability to respond to any message in 5 minutes or less
- College diploma or equivalent
- 2+ years of experience in customer service, hospitality, or related field
- Ability to pass a background check
- 2-3 references from past or current supervisors
- Various other onboarding requirements
Job Type: Part-time
Pay: $20.00 per hour
Shift:
- Evening shift
Work Location: Remote