ROLE OVERVIEW
We are seeking a Guest Support & Operations Analyst to manage overnight guest communications and support key backend operations. This role combines guest relations, reservation management, and administrative tasks to ensure seamless service and operational accuracy.
IMPORTANT NOTE ABOUT THIS ROLE
- This is NOT a generic support role.
- You'll be juggling guests, cleaners, and maintenance teams in real time often with imperfect information and real consequences if poor decisions are made. Because of that, our hiring process is intentionally more challenging than a typical message responder position.
- The assessment you're about to take is designed to understand how you think how you prioritize, communicate, and make judgment calls when there isn't one obvious right answer.
- If you enjoy solving realistic scenarios, thinking critically, and taking ownership, you will likely enjoy both this assessment and the job itself. If you are looking for a simple, scripted support role, this probably won't be the right fit and that's okay.
KEY RESPONSIBILITIES
Guest Communications & Support
- Respond promptly and professionally to booking inquiries, guest messages, and support requests across multiple platforms.
- Provide phone support to address urgent guest needs and ensure timely issue resolution.
- Collaborate with the operations team to facilitate smooth check-ins, check-outs, and overall guest satisfaction.
Operational & Administrative Support
- Perform booking cleanup, ensuring reservations are accurate and conflicts are resolved.
- Conduct guest cleanup by maintaining accurate records and organizing guest profiles.
- Manage listing accuracy and resolve platform-related issues across Airbnb,Booking.com, Expedia, etc.
- Support accounting functions, including expense tracking, invoice updates, and discrepancy reporting.
- Assist in lead management, including organizing, qualifying, and supporting follow-up efforts for potential property acquisition opportunities.
Qualifications
- Experience with short-term rental platforms (Airbnb,Booking.com, Vrbo, etc.).
- Strong communication skills and professional phone etiquette.
- Detail-oriented with strong organizational abilities.
- Tech-savvy and able to work independently during overnight shifts.
- PREFERRED: Experience with PriceLabs, Beds24, accounting tasks, or lead management.
HOW TO APPLY
Upload your resume here >>>app.testgorilla.com/s/5sal0p7n
