Company Overview
It is a growing rental company managing a portfolio of properties across multiple cities in the United States. They run a lean, well-organized operations team built on clear SOPs and escalation procedures, and they pair fast, reliable back-end execution with genuine care for every guest who stays in their properties.
Mission
To give every guest an exceptional stay while keeping operations organized, reliable, and highly responsive behind the scenes, and to treat guests, property partners, and teammates with integrity, kindness, and accountability.
Responsibilities
- Guest communication: Respond promptly, warmly, and professionally to guest questions and concerns throughout the shift, covering check-in, parking, Wi-Fi, property information, maintenance issues, and special requests.
- Cleaner coordination: Confirm cleans, follow up on outstanding items, relay early check-ins and special requests, report property issues, and make sure every property is guest-ready on time.
- Task management: Create, update, complete, and follow up on operational tasks so that nothing is forgotten and open items keep moving toward resolution.
- Maintenance coordination: Log incoming maintenance requests from guests, cleaners, and the operations team; loop in the right people; follow up on repairs; keep guests informed; and escalate according to established procedures.
- Airbnb claims and damage documentation: Gather information, organize photos and supporting documentation, coordinate with cleaners and team members, submit claims, and follow up until they are closed.
- Reservation and property operations: Handle day-to-day reservation needs, access issues, check-in concerns, and property-specific procedures.
- Proactive follow-ups: Chase unresolved guest issues, cleaner requests, maintenance items, and claims instead of waiting for someone else to notice them.
- Shift handover: Keep accurate notes and document anything unresolved at the end of the shift so the next team member knows exactly where things stand.
This is not a leadership or management position. The role works within established systems and SOPs, with management support available for escalations.
Requirements
Must Have
- Excellent written English
- Experience in guest support, customer service, hospitality, or operations coordination
- Ability to manage several conversations and tasks at the same time without dropping anything
- Strong attention to detail and disciplined adherence to SOPs
- Sound judgment on when to resolve an issue directly and when to escalate it
- Calm, empathetic, solution-focused manner with frustrated guests or unexpected problems
- High reliability, punctuality, and ownership of assigned responsibilities
- Comfort working independently during scheduled shifts
- Availability for the full schedule below, including the Saturday overnight on-call shift
Nice to Have
- Hands-on experience with Airbnb or other short-term rental platforms
- Background in property management or vacation rentals
- Experience handling Airbnb damage claims or the Resolution Center
- Experience coordinating cleaning or maintenance vendors remotely
Tools
- Airbnb (host-side messaging, reservations, and claims)
- Internal task-management and property-operations systems (client to confirm specific platforms)
- Team communication tools (client to confirm)
Success Metrics
- Fast, consistent response times to guest and cleaner messages during the shift
- Properties ready for incoming guests on time
- No tasks, maintenance items, or claims left untracked or without follow-up
- Maintenance issues documented, escalated, and closed out correctly
- Airbnb claims submitted complete and on time
- Clear, accurate end-of-shift handover notes
- Positive guest feedback and reviews related to communication and issue handling
Position Description
Working days and hours (Lebanon time):
- Wednesday: 5:00 PM – 1:00 AM
- Thursday: 5:00 PM – 1:00 AM
- Friday: 7:00 PM – 3:00 AM
- Saturday night into Sunday: 1:00 AM – overnight on-call (active until about 4:00 AM, then on-call)
- Sunday: 7:00 PM – 3:00 AM
- Working days: Wednesday to Sunday
- Days off: Monday and Tuesday
Saturday overnight shift: Active work runs from about 6:00 to 9:00 PM ET (1:00 to 4:00 AM Lebanon time). After that, message volume drops sharply and there is usually little or no active work. The candidate must remain reachable on-call overnight in case an urgent guest message or emergency comes in.
Work location: Remote
Salary: 1,200 - 1,300$ / month