Short-Term Rental Guest Communication & Dispute/Damage Collection Specialist

ABOUT THE COMPANY

FIBI Vacation Rentals is a rapidly-growing short-term rental management company, based in Las Vegas, NV, USA, currently managing a portfolio of 40 properties in various states. As our portfolio continues to grow, so does our team!

We specialize in maximizing returns on short-term rental properties. What sets us apart is our unwavering focus and ability to enhance rental revenue. Unlike other property managers who charge high rates, FIBI begins each management partnership with a strategic consultation, evaluating each property’s performance or potential and devising plans to boost its profitability. We manage every aspect of the property operations, including bookings, guest communication, cleaning/turnovers, supplies, repairs, and maintenance. Our approach is hyper data-focused, ensuring that every decision we make is driven by analytics to optimize investment returns.

JOB SUMMARY

We are seeking an experienced and customer-focused Guest Communication Specialist to join our team. In this role, you will be responsible for managing guest communication and interactions, inside our PMS software, via email, phone, SMS, and across various short-term rental platforms such as AirBnB, VRBO, and Booking.com. Your primary goal will be to provide exceptional customer service and ensure that our guests have a smooth and enjoyable stay. This role requires strong communication skills, attention to detail, and the ability to handle multiple tasks efficiently.

RESPONSIBILITIES

- Guest Inquiry Management: Respond promptly and professionally to guest inquiries.
- Booking Coordination: Assist guests with booking requests, reservation changes, cancellations, collecting payment, issuing refunds, and other booking-related matters.
- Pre-Arrival Communication: Provide guests with essential information such as check-in instructions, property details, and local area recommendations prior to their arrival.
- On-Stay Support: Handle guest issues and requests during their stay, such as maintenance needs, special accommodations, and other concerns, while ensuring timely and satisfactory resolution.
- Post-Stay Follow-Up: Gather feedback from guests post-stay, address any complaints, and work to resolve them promptly. Encourage guests to leave reviews and ratings.
- Review Management: Monitor and manage guest reviews across all platforms, responding to feedback professionally and promptly.
- Damage Dispute/Collection: Handle disputes regarding property damage, coordinating with guests and internal teams to assess, document, and resolve damage claims. Manage the collection of any applicable damage fees.
- Property Knowledge: Maintain a strong understanding of our properties and amenities to accurately address guest questions and concerns.
- Issue Resolution: Mediate guest complaints as needed to resolve conflicts.
- Cross-Departmental Collaboration: Work closely with other departments such as maintenance and management to ensure seamless guest experiences.
- Reporting and Documentation: Maintain accurate records of guest interactions and issues, and provide regular reports to management.

REQUIREMENTS

- Excellent communication skills in English, both written and verbal is a MUST.
- Familiar with Google Workspace (Gmail, Drive, Spaces), OwnerRez Channel Manager, Breezeway, AirBnb Support, preferred.
- Familiarity with Screenlogic/Pentair Remote pool heating, preferred.
- Ability to work on Pacific Standard Time (PST) Time-Zone
- Back-up power supply & back-up internet

SCHEDULE EXPECTATIONS

All shifts, regardless of part-time or full-time, are expected to work on Pacific Standard Time (PST) time-zone. Shifts are 10-hours, plus a 30-minute lunch. Full-time positions are 40 hours (4 working days) per week. You will be assigned a set shift, with clear start and end time, and will be expected to begin your shift on time. As this is a 24/7 business, weekends and holidays may be required.

PROVIDE & ANSWER BELOW QUESTIONS

1. Attached you Resume here.
2. List PMS/Channel Manager software/s you have used.
3. Which shift time are you most interested in? (Day/Night Shift)
4. Please answer below Situations:

A. If you received this communication from a guest, how would you respond? Please also list any steps you may take or information you may need before responding to the guest as well.

"Hey Gina and Alexis, is there a way to get some extra bath, pool, and kitchen towels? We also noticed that there were no kitchen wash cloths or dishwasher soap - are those things you can provide? We also noticed that the regulator on the grill is a little wonky - you have to thread it just right to get adequate pressure to the burners so it might be worth having your maintenance person take a look. Finally, is there a charger for the dish soap dispenser? Thanks!"

B. Review the following interaction between guest and host. Evaluate the host response. Was it an appropriate response? Did it answer the guest's question or address their comment or needs? Is there anything you would have said/done differently? If so, what?

Guest: "Good afternoon. Our flight lands at 11:30 pm tomorrow. I hope this is not an issue. I appreciate your help!"

Host: "Hello Samantha thank you for letting us know of your arrival time, please note that early check in it's not possible due to same day turnover. Standard check in time is at 3:00 p.m. looking forward to hosting you tomorrow. Safe travels!"

C. You receive this pre-booking inquiry from a potential guest, how do you respond?

"Hello - your property looks wonderful Only question I have - can the pool be heated? If not do you have any idea what the water temperature might be for the days we plan to travel?"

D. You receive a message from a guest informing you that they have found a snake in the backyard of the property. What do you do? And/or what other information would you want/need to know?


Failure to comply with the attachment and answer the questions will result in an automatic decline of application.