Oversee day-to-day operational activity and guest experience to set standard for the business i.e., oversee reservations, guest experience and coordinate housekeeping reports to Front Desk.
Lead and inspire the team toward delivering a consistent 5-star level of service/performance in line with the set budget.
Ensure collection of all booking funds ahead of guests’ stay.
In collaboration with the management team, develop standard operating procedures (SOP) and policies based on needs and coordinate with other departments if necessary to create an updated SOP section for the company.
Understanding the operating tools and keeping abreast of new features and trends i.e Airbnb, Property Management Software e.g. Kross
Attend to guests courteously and deal promptly with their requests and queries and allocate rooms to all arriving guests after checking the guest preferences.
Ensuring check out messages and links are shared on guest platforms/groups.
In charge of responding to guest reviews on all reservation channels as well as reviewing guests on Airbnb upon check out.
Qualifications:
Must have a relevant bachelor’s degree.
Must have 7+ years of experience as front office manager ideally in an Airbnb or property management company.
Understanding of Airbnb management as well as operating procedures.
Ability to find creative solutions, offering recommendations.
