Overseeing/managing the Communications team- Assignment of chats, supervising chats between guests responses, response time, following up with relevant departments
Responding to escalated emails/phone calls/reviews
- Multi-calendar management, ensuring property calendars are running correctly
Overseeing unpaid reservations/deposits collected- Managing arrival/departure schedules
Communications Team Schedule & task list
- Month end owner statements funds, owner stay cleanings, statement amendments (late checkout, early check-in fees)
Attending team meetings as required- Liaising with DTCM and managing reconciliation, renewals
Airbnb claims, resolutions, refunds
- Reporting/rectifying listing issues
Meeting with guests/clients- Working closely with maintenance, cleaning and check-in manager following up on issues
Queries from accounts
- Communicated with other departments to ensure guest/owner issues are actioned
Oversee Insurance- Handover of properties back to owners
Negotiation of rates for long stay guests
- Ensure new reservations are coming in or check channels, synchronization
Weekly reportsRequirements
· Prior Experience in a Customer Service Management role
- · Experience of working within the vacation homes rental business would be advantageous
· Excellent command of English (English will be your first language) · Previous experience as a people manager
- · Intermediate and above Excel skills
· Proactive in approach- · Decision maker who solves problems
· Calm under pressure
- · Demonstrates leadership capabilities
* · Capable of dealing with customers and resolving issues promptly
Job Type: Full-time
Job Type: Full-time
Pay: AED7,
- 00 - AED8,000.00 per month
Expected Start Date: 25/08/2024
