Airbnb Support Specialist

JOB DESCRIPTION AIRBNB SUPPORT SPECIALIST

Location

Bengaluru, Karnataka

Department

Operations / Guest Experience

Employment Type

Full-Time

Reports To

Operations Manager / Revenue Manager

1. About ANI Living Spaces

ANI Living Spaces is a professionally managed service apartment and living-space company providing comfortable and reliable accommodation for short-term, medium-term, and long-term guests.

2. Job Summary

The Airbnb Support Specialist will be responsible for managing Airbnb guest communication, reservations, listing information, guest requests, reviews, cancellations, and platform-related issues. The ideal candidate should have strong communication skills, excellent follow-up abilities, good knowledge of Airbnb operations, and the ability to coordinate effectively with housekeeping, maintenance, reservations, and property-management teams.

3. Key Responsibilities

• Manage and maintain ANI Living Spaces Airbnb listings.
• Ensure listing descriptions, photographs, amenities, house rules, check-in instructions, and property information are accurate and up to date.
• Monitor listing quality and guest feedback and identify opportunities to improve listing presentation.
• Respond promptly and professionally to Airbnb guest enquiries and messages.
• Handle pre-booking questions regarding availability, pricing, facilities, location, check-in, and house rules.
• Send check-in, check-out, and stay-related information to guests.
• Monitor new reservations and handle booking modifications, extensions, cancellations, and date changes.
• Ensure availability information is accurate and synchronized with other booking channels where applicable.
• Handle guest complaints and service requests received through Airbnb.
• Coordinate with housekeeping and maintenance teams to resolve issues quickly.
• Monitor Airbnb reviews and ratings and respond professionally according to company guidelines.
• Monitor competitor listings and market pricing and coordinate pricing changes with the Revenue/Operations Manager.
• Monitor occupancy, booking patterns, cancellations, and demand.
• Coordinate with housekeeping, maintenance, front office, and operations teams.
• Maintain proper records of pending and completed guest requests.

4. Daily Responsibilities

• Monitor Airbnb messages and enquiries.
• Respond to guests within the company's defined response-time target.
• Check new bookings, cancellations, and booking modifications.
• Review upcoming arrivals and departures.
• Coordinate property readiness with the operations team.
• Follow up on open guest complaints.
• Monitor reviews and ratings.
• Update booking and guest information in the relevant systems.
• Prepare daily/weekly Airbnb performance reports.

5. Required Skills

• Excellent written and verbal English communication.
• Strong customer-service and interpersonal skills.
• Good knowledge of Airbnb and online travel platforms.
• Strong problem-solving and follow-up abilities.
• Good computer skills.
• Knowledge of Excel/Google Sheets, WhatsApp, email, and property-management systems.
• Ability to multitask and manage multiple guest conversations simultaneously.
• Ability to remain calm and professional when handling complaints.
• Good attention to detail.
• Knowledge of Kannada and/or Hindi will be an advantage.

6. Qualification & Experience

• Graduate or equivalent qualification.
• 1–3 years of experience in Airbnb management, hotel reservations, hospitality, service apartments, OTA management, customer support, or property management.
• Experience managing Airbnb, Booking.com, or other OTA platforms will be an advantage.
• Freshers with excellent communication skills and strong interest in hospitality/OTA operations may also be considered.

7. Key Performance Indicators (KPIs)

• Airbnb response time and guest response rate.
• Booking conversion/support effectiveness.
• Guest satisfaction and ratings.
• Complaint resolution time.
• Cancellation rate.
• Accuracy of reservation information.
• Review response rate.
• Listing quality and accuracy.
• Coordination with operations teams.
• Revenue and occupancy support.
• Number of unresolved guest issues.

8. Working Hours

• Full-time position.
• Shift-based working may be required depending on business requirements.
• Weekend and public-holiday availability may be required.
• Urgent guest communications may occasionally need to be handled outside regular working hours as per company policy.

9. Ideal Candidate

• Customer-focused, highly responsive, polite, and professional.
• Organized and detail-oriented.
• Comfortable communicating with international and domestic guests.
• Good at handling complaints.
• Strong in follow-up and coordination.
• Comfortable working in a fast-paced hospitality environment.
• Willing to take ownership of guest issues from start to resolution.

10. Additional Benefits

• Performance incentives
• Lunch Facility
• Health Insurance
• OTA/booking performance incentives, where applicable
• Attendance incentives
• Employee benefits as per company policy
• Training and development
• Career growth opportunities