Experienced Senior Case Manager at Airbnb, specializing in resolving complex guest and Host concerns with empathy, precision, and efficiency. Known for delivering clear communication, building trust, and ensuring seamless experiences across diverse hospitality scenarios. With a strong background in property management, I bring a unique perspective that blends operational expertise with customer-centric solutions.
- Skilled in conflict resolution, guest relations, and Host support
- Adept at managing property logistics, amenities, and operational workflows
- Proven ability to craft tailored solutions that enhance satisfaction and loyalty
- Passionate about elevating hospitality standards through proactive problem-solving and transparent communication.
During my tenure at Airbnb, I managed complex guest and host cases, including escalations that required careful negotiation and policy-based decision-making. I am well-versed in Airbnb’s policies, procedures, and review systems, having successfully applied them to resolve disputes, remove unfair reviews, and protect brand reputation. My role demanded not only technical knowledge of platform rules but also strong emotional intelligence, as I often mediated sensitive situations to achieve fair and positive outcomes.
Key strengths I offer include:
Policy Expertise: In-depth knowledge of Airbnb’s review, dispute, and escalation policies, ensuring compliance and successful case outcomes.
Conflict Resolution: Skilled in de-escalation, negotiation, and strategic communication to resolve high-pressure guest and host issues.
Reputation Management: Experience in protecting brand reputation by identifying policy violations, disputing unfair reviews, and recovering guest relationships.
Operational Collaboration: Worked closely with cross-functional teams to address root causes of escalations and improve service delivery.
Professional Communication: Excellent written and spoken English, with the ability to convey complex information clearly and persuasively.
I am an expert in the following Property Management Software:
-Hostaway
-Guesty
-Pricelabs
-Breezeway for Cleaning / Maintenance
I am proficient in:
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-Google Sheets
-Microsoft Teams, Outlook, and other MS Apps
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