**Experienced Guest Communications and Hospitality Management Specialist – Vacation Rental Industry Expert**

About Us

Welcome to Air Concierge, a leading vacation rental management company based in California, proudly holding the title of SuperHost on Airbnb and Premier hosts on VRBO. As we continue to expand our footprint along the stunning West Coast of the US, we're seeking dedicated collaborators to join our team of Guest Support and Hospitality Management. Our mission is to provide exceptional guest experiences in the vibrant world of vacation rentals, and we're committed to delivering unparalleled customer service.

Job Summary

We're looking for an experienced Guest Communications and Hospitality Management Specialist to join our dynamic team. As a key member of our Guest Support team, you'll be responsible for providing rapid response excellence, managing diverse guest communications, and ensuring seamless financial transactions. If you're passionate about delivering exceptional guest experiences and have a knack for tech-driven connectivity, we want to hear from you!

Key Responsibilities

• Rapid Response Excellence: Ensure all guest communications receive swift and effective responses within 5 minutes, reflecting our commitment to unparalleled customer service.
• Diverse Expertise: Specialize in managing both long-term and short-term rentals, serving as a booking agent, reservations manager, vendors coordinator, and more.
• Booking Wizardry: Make and process reservations with precision, confirming OTA's/Channel Distribution bookings on platforms like Airbnb, VRBO, Google, Hopper, etc. Keep calendars updated and tasks organized.
• Exceptional Communication Skills: Provide accurate information to guests via text, phone, and email. Handle reservations with finesse, confirming online bookings and maintaining seamless communication throughout guests' journeys.
• Concierge Extraordinaire: Offer concierge assistance, guiding guests on services, recreation, restaurants, and other local activities.
• Financial Savvy: Collect funds for rent, taxes, and other charges, ensuring seamless financial transactions (all online, of course).
• Tech-Driven Connectivity: Maintain zero downtime in internet/connectivity, ensuring uninterrupted guest support is a must.

Essential Qualifications

• Previous Experience: At least 2 years of experience in guest communications and hospitality management, preferably in the vacation rental industry.
• Technical Skills: Proficiency in tools like Slack, Google Suite, OpenPhone, Airbnb, VRBO, Dropbox, Jotform, and more. Familiarity with vacation rental PMS systems such as Hostaway and Lodgify.
• Communication Skills: Excellent written and verbal communication skills, with the ability to provide accurate information to guests via text, phone, and email.
• Problem-Solving Skills: Ability to handle guest issues and conflicts with ease, providing solutions and ensuring seamless guest experiences.

Preferred Qualifications

• Previous Experience with Airbnb: Previous experience working for Airbnb (Case Manager/Support Ambassador) is a significant plus plus!
• Language Skills: Proficiency in multiple languages is a plus, especially Spanish, French, or Mandarin.
• Additional Certifications: Certifications in hospitality management, customer service, or a related field are a plus.

Career Growth Opportunities and Learning Benefits

At Air Concierge, we're committed to providing opportunities for professional growth and skill development. As a member of our team, you'll have access to:

• Training and Development Programs: Regular training sessions and workshops to enhance your skills and knowledge in guest communications and hospitality management.
• Mentorship Opportunities: One-on-one mentorship with experienced team members to guide you in your career growth.
• Career Advancement Opportunities: Opportunities to move into leadership roles or specialize in specific areas of guest communications and hospitality management.

Work Environment and Company Culture

At Air Concierge, we're a dynamic team of passionate individuals who share a commitment to delivering exceptional guest experiences. Our company culture is built on:

• Collaboration: We work together as a team to achieve our goals and provide seamless guest experiences.
• Communication: We communicate openly and honestly with each other, ensuring that everyone is informed and aligned.
• Flexibility: We're flexible and adaptable, responding quickly to changing guest needs and preferences.

Compensation, Perks, and Benefits

We offer a competitive salary and a range of benefits, including:

• Competitive Salary: A salary that reflects your experience and skills.
• Flexible Work Arrangements: The opportunity to work from home or a public place, depending on your preference.
• Professional Development Opportunities: Training and development programs to enhance your skills and knowledge.
• Health Insurance: Comprehensive health insurance to ensure your well-being.
• Retirement Plan: A retirement plan to help you plan for your future.

How to Apply

To apply for this exciting opportunity, please submit a video showcasing your personality, work experience, and communication skills. In the video, please:

• Introduce Yourself: Share a brief introduction about yourself, including your education and work experience.
• Share Your Work Experience: Describe your previous experience in guest communications and hospitality management, highlighting your achievements and skills.
• Explain Why You're a Good Fit: Explain why you're a good fit for this role and how you can contribute to our team's success.
• Share a Guest Experience Story: Share a story about a time when you handled a guest issue or conflict, and how you resolved it.

Please upload your video using the Loom feature from the Upwork Messages. We can't wait to hear from you!

Apply Now!

Don't miss this opportunity to join our dynamic team and make a significant impact in the vacation rental industry. Apply now and take the first step towards a rewarding new role!