Airbnb/STR Manager

Thank you for your interest in the Cabin Collective team! We are a hospitality company with a mission to make renting a vacation home easy for everyone. Come join our fast-paced growth-stage culture, where opportunity for growth and experience abound.

Cabin Collective is impacting the vacation rental space and our Guest Experience team is a key piece to our future. We're looking for someone to join our team who has a hospitality mindset and thrives on helping others. This role requires strong communication skills, an empathetic nature, quick yet measured decision-making, and a high degree of self-awareness. As a Guest Experience Associate, you will respond to questions and take action to assist guests in need of assistance through various communication channels, including phone calls, messaging, and emails.

RESPONSIBILITIES
• Marketing
o Create engaging and visually appealing posts on social media platforms (Instagram/Facebook) three times a week
o Assist in creation and deployment of Email and Social Media Campaigns through Canva, Mailchimp, or Wix
o Create blog posts on website for Google SEO
o Post on relevant local Facebook Groups and Marketplace to market the properties (and respond to inquiries as needed)

• Guest Correspondence
o Work across multiple booking platforms (Ownerez, Airbnb & VRBO) to secure and adjust reservations; dexterously move between operating systems
o Respond to email inquiries within 15 minutes
? Answer questions regarding property specifications, availability, house rules / policies, etc.
? Assist guests throughout the trip lifecycle utilizing emotional intelligence and problem-solving skills to work towards effective solutions
o Triage maintenance issues (and in many cases coordinate maintenance services)
o Initial guest resolution requests
o Request reviews post-stay and monitor review conversion rates / NPS
o Lead Generation / Booking Conversions


• Reservations
o Perform nightly reservation audits in Ownerez for the next 7 days to ensure renter agreements are signed, credit cards are on file for security deposit, balances are paid, and all the correct correspondence has been triggered (manually or automatically)

• Guest Content
o Maintain guest communication protocols and content, including canned messages/templates, auto-comms, and general upkeep of related software
o Update Guidebooks as needed
o Create and update other Guest tools/Content such as signage for properties (e.g. fridge magnets), and sample guest itineraries

• Maintenance
o In-Stay Guest Issues (ISGI)
? Check for open / outstanding ISGI’s at the beginning of shift
? Document in-stay guest issues as received
? Coordinate with guest and appropriate vendor(s) on services/repairs needed
? Follow work order to completion and document
o Guest Damage
? Document and submit damage claims through Ownerez

• Listing Ownership
o Create and update listing content for all platforms/channels
o Listing Optimization
? Conduct weekly listing audits to ensure platform visibility, availability, and accuracy
o Reviews
? Request reviews post-stay and monitor review conversion rates / NPS