As a Senior Experience Manager, one of my primary responsibilities is to ensure that our Guest Communications team is providing exceptional service to all of our guests. This involves handling messages from OTAs and emails, solving guest issues and problems, managing our inboxes, and closing booking inquiries. Additionally, I am responsible for creating and updating our Guest Communications processes and systems, processing damage claims, and building relationships with our housekeepers. I am also highly involved in closing more direct bookings to generate more profit for the business.
In my role, I work closely with our Operations Manager and Director to coordinate cleaning with housekeepers, coordinate maintenance, and provide assistance as needed. As part of the Senior Leadership team, I am also involved in strategic planning and execution, including planning for social media, content creation, monitoring insights, and creating reports. One of my goals is to increase brand awareness across all social media platforms and engage with our audiences in meaningful ways.
Finally, I also handle some light bookkeeping duties, including invoicing, payroll, and reconciliation sheets for client access. I ensure that all invoices are filed appropriately and that our financial records are accurate and up-to-date. Overall, my role requires me to be a strong leader, an effective communicator, and a strategic thinker who is always looking for ways to improve our guest experience and our business operations
Expertise:
- Airbnb
- -----------
- VRBO
- Direct Bookings / CRM (Zoho)
- Pricing
- Channel Manager (Uplisting, Hostaway, Lodgify)
- Deputy
- Task Manager (Slack, WhatsApp, Trello, -----------)
- Reconciliation of Statements (Google Spreadsheet)
- Payroll Management (Google Spreadsheet)
- Stripe
- Microsoft 365
- Xero (light knowledge)
Verified
