AIRBNB EXPERIENCE During my time at Airbnb, I developed expertise in guest support, mediation, and enforcing policy in line with Airbnb standards:Resolutions 1 Support Ambassador> Specialized in guest and host concerns related to reservation changes, cancellations, calendar management, and discount requests.> Educated users on Airbnb’s policies, terms & conditions.> Mediated between guests and Hosts, often exploring one-time courtesies to accommodate special requests and ensure satisfaction.Resolutions 2 Support Ambassador(Promoted after 3 months due to strong performance in conflict resolution)Handled more complex cases including:
> Cleanliness issues
> Pest complaints
> Missing amenities
> Listing discrepancies
> Unresponsive hosts or guests
> Inaccessible properties
> Review disputes and Resolution Center escalations> Mediated host-guest disputes while ensuring outcomes aligned with Airbnb policies when mutual agreements couldn’t be -----------dicated Superhost Ambassador(Selected for a specialized role supporting Airbnb Superhost)> Managed a priority support line for Superhosts, delivering quick and accurate assistance with listing inquiries, calendar issues, and policy clarification.> Ensured smooth experiences for high-performing hosts by addressing escalated concerns and helping them maintain excellent guest satisfaction.> Provided support for any issue a Superhost might raise, with a focus on efficiency and personalized service.PROPERTY MANAGEMENT EXPERIENCEAustralia-Based Property ManagementAlmost 2 years of experience with a growing portfolio, scaling from 15 to 53 propertiesManaged guest services, maintenance coordination, and inspections across:
Central Coast • Melbourne • Sydney • Gold Coast • South CoastTasks include, but are not limited to:> Coordinating repair and maintenance schedules for all properties.> Sending cleaning reminders and monitoring inspector reports post-cleaning.> Handling guest verification via Truvi for non-merchant OTA platforms.> Managing guest communication from pre-arrival inquiries to post-stay feedback.> Filing review disputes and submitting damage claims when ------------Based Property Management – Miami, FloridaPart-time role managing a portfolio of 81 propertiesTasks include, but are not limited to:> Managing guest communications and ensuring all required building registrations are completed in advance for a seamless check-in experience.> Handling review disputes, processing damage claims. > Coordinating maintenance requests and ensuring prompt resolution of reported issues.> Escalating maintenance concerns only after all basic troubleshooting steps have been completed and internal efforts to resolve the issue have been exhausted. Once escalated, ongoing updates are monitored and communicated to the guest accordingly.> Supporting both short-term and long-term rental.
