Homeowner & Guest Experience Coordinator –STR / Airbnb [CLOSED]

About the company

Sophari is a leading Airbnb property management company based in Seattle, managing 40 active units, including 12 directly for homeowners. We are committed to delivering exceptional property management and customer service. We are seeking a dedicated Homeowner and B2B Guest Experience Coordinator to assist our team in enhancing service quality for both homeowners and business travelers. This hybrid role will combine responsibilities in both homeowner relations and B2B guest experience management.

About the role

As the Homeowner and B2B Guest Experience Coordinator, you will assist in managing relationships with homeowners and ensuring an outstanding experience for business travelers staying in our properties. This role will involve supporting the Homeowner and B2B Guest Experience Manager in onboarding new homeowners, handling guest relations, and optimizing processes to improve service quality. You will utilize our CRM and systems to support both homeowner and B2B guest interactions effectively.

Key Responsibilities:

Homeowner Onboarding and Support:

• Assist in the onboarding process for new homeowners, ensuring the accurate completion of paperwork and contracts.
• Serve as a point of contact for homeowners, providing updates and addressing concerns.
• Support in keeping homeowners informed through newsletters and performance reports.

B2B Guest Experience Management:

• Support in managing the experience for business travelers, ensuring their stay is smooth and enjoyable.
• Utilize CRM and systems to manage B2B guest bookings, address specific needs, and resolve issues.
• Collect and analyze feedback from B2B guests to implement improvements.

Customer Retention and Engagement:

• Help analyze B2B guest booking data and feedback to identify opportunities for repeat business and encourage direct bookings.
• Assist in developing strategies to enhance guest satisfaction and loyalty.

Process Improvement:

• Gather and analyze feedback from homeowners and B2B guests to assist in refining processes and improving service delivery.
• Contribute to continuous improvements in systems and processes to enhance efficiency and effectiveness.

System Setup and Optimization:

• Support the setup and optimization of CRM systems and property management tools.
• Ensure effective use of these systems to track interactions, manage leads, and monitor performance metrics.

Performance Tracking and Reporting:

• Assist in preparing and delivering performance reports and updates to homeowners and internal teams.
• Monitor key performance indicators (KPIs) related to homeowner and guest satisfaction.

About you

• Experience: Proven experience in customer success, account management, or a related field, preferably within short-term rentals or real estate.
• Organizational Skills: Strong abilities in managing onboarding, documentation, and process improvements.
• Communication: Excellent written and verbal communication skills, with a focus on building and maintaining relationships with homeowners and B2B guests.
• CRM Proficiency: Experience with CRM systems and using them for managing B2B interactions, tracking performance, and analyzing data.
• B2B Guest Experience: Experience in managing and enhancing the experience for business travelers.
• Process Improvement: Ability to assist in assessing and improving processes for better operational efficiency.
• Multitasking: Capability to handle multiple tasks and prioritize effectively in a dynamic environment.
• Language Skills: Proficiency in English; additional European languages are a plus.

Pacific Time Hours- 9am-5pm 

Monday- Friday 

What's in it for you?

Compensation:

• Starting: $10 / Hour USD (negotiable based on experience).
• Paychecks are processed every other Wednesday to be deposited every other Friday.
• If you are sick, we hope you get better soon! However, it will be your responsibility to inform management that you will be off so we can make sure the shift gets covered.
• Employment will be temporary for the first 90 days, at which point we will conduct an assessment.
• If you meet all expectations after 90 days, we will continue with your contract. A re-assessment will be scheduled at your 6-month mark.

Workweek and Hours 

Pacific Time Hours- 9am-5pm 

Monday- Friday 

Additional Benefits:

• Competitive salary with performance-based incentives.
• Opportunity to work with a dynamic and growing team committed to excellence.
• Flexible remote working arrangement to support work-life balance.
• A supportive company culture with opportunities for professional growth.

How to apply?

Please respond to this job posting with the headline: "Lets Grow". In your response, please include the following:

• Do you have experience working with short-term rentals or hospitality (like Airbnb)? If not, please describe any relevant experience you have working with customers, such as homeowners and guests.

We look forward to learning more about you and how you can contribute to our team!