Short Term Rental Customer Service (Airbnb/VRBO)

Responding to all guest inquiries and questions within 15 minutes with 95% accuracy and within an hour with 100% accuracy during all days / hours (24 hours a day / 7 days a week)
Offshore team will utilize Airbnb and VRBO (or OwnerRez when new OwnerRez system is available in early March) to respond to all guest inquiries sent through those platforms. On inquiries sent through our website, the team will respond with pricing and schedule a call with either Gerry/Nicole for questions.
Guest / inquiry data collection
Offshore team will be responsible for documenting each inquiry and response in an Excel spreadsheet. This spreadsheet is in still in development and may have changes but an example is available is here (please review Data tab). The purpose of this spreadsheet is to measure and track the number of inquiries and our conversion rate across ALL platforms.
Screen and schedule guest and prospective guest phone calls for Gerry / Nicole
Offshore team will avoid phone calls with guests and prospective guests unless absolutely necessary. Instead, offshore team will listen to voicemails and respond by text / email / messaging to address request from guest or prospect. If a phone call is needed, team will notify Nicole / Gerry that a call needs to be made and will get availability from guest for call back.
Guest Vetting
Offshore team will make check to see that guests are properly vetted prior to booking. Examples of guests who should not be allowed to book without Nicole / Gerry approval include:
Guests with low review scores or a history or complaints
Guests who are attempting to hold an event at the property
Guests who are under the age of 21
Cleaning / maintenance
Gerry / Nicole will work with offshore team to create cleaning / maintenance protocols that allow all team members to be aware of cleaning status and deploy appropriate maintenance staff as needed.
Improve search ranking - updating calendars, etc.
Offshore team will update calendars and do other recurring tasks to help improve search rankings.
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