Guest Experience Specialist
So Suite
Philadelphia, Pennsylvania, United States
Handled a total of 104 units of an Airbnb Super Host withconstant bookings daily.Answer phone calls, text messages, emails, and messagesthrough each booking platform e.g. AirBnB, Booking.com,VRBO, HomeAway, TripAdvisor, Direct bookings.Ensuring client satisfaction by providing excellent customerserviceAssist with operation scheduling, directly support the financeteam and the operations team to lead the day to dayoperations, and communicate with guests as neededHandle customer complaints, requests, and feedback.Responsible for issuing refunds to guests as neededResponsible for monitoring Breezeway for utility taskmanagementSocial Media Marketing - Instagram andFacebookResponsible for sending quotes to guestsinterested in stay extensions and processingtheir payments through Guesty and Stripe.Provide reviews to guests as need beMonitor guests' activity and providenotifications or warnings using NoiseAware(noise monitoring) & FreshAir (smokedetecting apparatus)Updating guests access codes using LynxProvide guests with their pre-check-in linksand instructions through Duve.Issuing endorsements to the team usingAsanaUpdating Notion for FAQ's