Operations Cum Guest Experience Coordinator

Role Overview

We are seeking a proactive and detail-oriented Operations & Guest Experience Coordinator to manage the end-to-end guest journey and on-site property standards for our Airbnb homestay portfolio. This role is the bridge between digital management and physical hospitality, ensuring every guest has a seamless stay from the first inquiry to checkout.

Key Responsibilities

1. Guest Communication & Reservation Management

Inquiry Management: Act as the primary point of contact for all Airbnb inquiries, 

ensuring rapid response times to maintain high platform rankings.

Guest Interaction: Manage all pre-stay, in-stay, and post-stay communications, answering questions regarding property features, house rules, and local recommendations.

Review Management: Encourage guest reviews and respond professionally to feedback to maintain a 5-star rating.

2. Revenue & Pricing Strategy

Dynamic Pricing: Monitor and adjust Airbnb pricing daily based on seasonality, local events, and competitor occupancy.

Calendar Management: Ensure the booking calendar is accurate and optimized for maximum occupancy.

3. Quality Control & On-Ground Operations

Housekeeping Oversight: Conduct physical 

inspections of the property after every turnover to ensure housekeeping staff are meeting the company's "Five-Star Standard."

Property Readiness: Verify that linens are pristine, amenities are restocked, and the property is "guest-ready" before every check-in.

Maintenance Coordination: Identify any wear and tear or maintenance issues during inspections and coordinate necessary repairs.

4. On-Ground Guest Support

Emergency Contact: Provide real-time support for guests experiencing issues on-site (e.g., troubleshooting appliances, key exchanges, or localized emergencies).

Local Liaison: Occasionally meet guests for check-ins or provide on-ground assistance as required.

Required Qualifications & Skills

Experience:Open to freshers! While previous experience in hospitality or property management is a plus, we are primarily looking for individuals with the right attitude and a willingness to learn.

Communication: Exceptional written and verbal communication skills with a focus on hospitality and problem-solving.

Tech-Savvy: Proficiency with smartphones and apps; familiarity with the Airbnb platform is an advantage but training will be provided.

Attention to Detail: A "sharp eye" for cleanliness and interior aesthetics to ensure brand standards are upheld.

Mobility: Ability to travel to the property frequently for inspections and on-ground support.

Core Competencies

Reliability: You are the "feet on the ground" and must be dependable in ensuring the property is perfect.

Responsiveness: Ability to handle guest queries promptly throughout the day.

Problem-Solving: A "can-do" attitude when faced with unexpected property issues or guest demands.