Customer Service & Hospitality Manager for Airbnb Rentals (hotel/Airbnb experience required)

*Note: Hotel or short-term rental experience is required. Applicants without these qualifications will be denied.

Overview:

We are seeking a part-time communications manager to join the Hospitality team at Flexhome. Flexhome is Milwaukee's leading furnished housing provider with a growing presence in Chicago. We rent fully furnished apartments on a nightly to monthly basis and advertise them on sites like Airbnb, Vrbo, and Booking.com.

The Hospitality Manager role requires +/-20 hours per week on the following schedule, with some flexibility to add or adjust hours:

Friday: 1pm-5pm CST

Saturday: 9am-5pm CST

Sunday: 9am-5pm CST

The role is fully remote as we rely heavily on software like Slack to collaborate in real-time and replace the need for in-person meetings.

The ideal candidate will have experience in customer service and hospitality, strong attention to detail, and excellent skills with modern technologies, multitasking, and conflict resolution.

If you are a motivated individual with a passion for customer service, we encourage you to apply for this exciting opportunity.

Responsibilities:

Provide customer service to Flexhome guests

• Conduct guest screening to ensure safety and security and comply with Flexhome and property partner requirements
• Provide booking suggestions, make alterations, and otherwise manage all guest reservations
• Use our digital communication systems to manage guest communications (messages, emails, calls, texts, etc.)
• Respond to guest communications and address concerns in a timely, friendly and efficient manner
• Field guest complaints, conduct research, and negotiate solutions for guest satisfaction
• Troubleshoot maintenance and technology issues, lockouts, and other guest issues

Coordinate operational needs with Flexhome staff

• Schedule and monitor repairs & maintenance needs while coordinating with guests, Flexhome staff, property partners, vendors, and other stakeholders
• Work closely with Field Team to schedule turnovers and other tasks

Oversee various other tasks for Flexhome properties

• Serve as a point of contact for property partner communications
• Manage listing marketing and make revisions as needed
• Analyze guest reviews to determine opportunities for improvement
• Manage social media and periodic public relations activities

Skills:
- Positive attitude and exceptional customer service presence

- Excellent communication skills, both written and verbal

- Strong organizational and time-management skills

- Strong multi-tasking skills

- Must be technologically inclined with highly efficient navigation of web browsers and apps
- Proficiency in spreadsheets, word documents, and similar operational software
- Ability to work independently as well as part of a team

Requirements:

- Willing to work weekends (Fri, Sat, Sun) including holidays

- Reliable smartphone, computer, and high-speed wifi connection at all times

- Ability to respond to any message in 5 minutes or less

- College diploma or equivalent
- 2+ years of experience in customer service, hospitality, or related field
- Ability to pass a background check

- 2-3 references from past or current supervisors

- Various other onboarding requirements

Job Type: Part-time

Pay: $20.00 per hour

Shift:

• Evening shift

Work Location: Remote