I have a total of 5 years working with Airbnb. When I was a Case Manager for 3 years, I used to deal with guest and host concerns like alteration requests, cancellation, refund requests, educating about Airbnb policies, mediation with guests and hosts regarding claims filled by host, review disputes and a lot more. After 3 years, I was promoted to a Team Leader or Supervisor where I handled 15 Case Managers. My task is making sure all my agents are hitting their daily, weekly and monthly scorecards set by Airbnb clients. Doing coaching sessions with each agent once per week, supporting the team for any approvals or denials as they are handling cases of both host and guest. Motivating my agents daily and making sure they are happy while maintaining the standards and protocols of Airbnb.
Aside from that, I also worked as Property Manager and Virtual Assistant as co-host. My main task is to respond to guests via the Airbnb messaging channel and Guesty tool. I am also knowledgeable about submitting tickets for any repair or maintenance issue raised by our guests. Knowledgeable of reviewing disputes, managing the host calendar, making sure there are no bookings overlaps, creating or filling claims via resolution center, mediation with our guests and a lot more.
Also, knowledgeable about using Buildium for our tenants' records, doing screening by checking credit scores, bankruptcy issues, checking public records, making sure that any applicant for our long-term lease won't be a problem for our units.
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