Jhoanna B.

Guest Experience & Property Management Specialist | Executive Virtual

Looking for a reliable professional who can manage your properties, deliver exceptional guest experiences, and keep your operations running smoothly? You're in the right place. With 12+ years of experience in customer service, technical support, sales leadership, and property management, I specialize in managing both short-term and long-term rental portfolios. I thrive in fast-paced environments and take pride in delivering exceptional service while ensuring smooth day-to-day operations. In my current role, I oversee 100+ rental properties across multiple U.S. cities, handling everything from guest and tenant communications to lease and reservation management, occupancy optimization, maintenance coordination, and operational support. I work closely with guests, long-term tenants, vendors, and internal teams to ensure every property is well-managed and every customer has a positive experience. What I can help you with: Property Management & Operations * Short-term & long-term rental management * Managing 100+ rental properties across multiple U.S. cities * Airbnb, Furnished Finder & direct booking management * Guest & tenant communication * Reservation & occupancy management * Lease renewals & rental agreement preparation * Guest screening & booking coordination * Check-in/check-out coordination * Calendar management & availability optimization * Property onboarding & listing coordination * House rules, SOP creation & automated messaging * Property description writing & listing optimization Guest Experience & Hospitality * 5-star guest support * Guest inquiries & reservation assistance * VIP guest handling * Late check-ins & emergency support * Lockout assistance & issue resolution * Guest complaint resolution * Extension offers & occupancy gap management * Professional communication via email, chat & phone Property Operations & Team Coordination * Cleaning & housekeeping coordination * Maintenance scheduling & vendor communication * Leasing office & concierge coordination * Cross-functional team collaboration * Media & logistics team coordination * Workflow improvement & process optimization * Operations support & administrative assistance Customer Service & Technical Support * Email, chat & phone support * Technical troubleshooting * Billing & account support * Escalation management * Appointment scheduling * Sales order processing * Customer retention & relationship management Sales Leadership * Sales team leadership * Team coaching & mentoring * Performance monitoring * Customer relationship building * Upselling & guest extension strategies * Process improvement & documentation Property Management Platforms * Airbnb * Guesty * Hostfully * OwnerRez * Furnished Finder * Turno (TurnoverBnB) CRM & Customer Support * Salesforce * Avaya * Genesys * ACSR Project Management * Asana * Notion * Monday * Jira Communication & Productivity * Google Workspace * Microsoft Office (Excel, Word) * Outlook * Gmail * Slack * Google Voice * WhatsApp * Canva * Loom AI Tools * ChatGPT * Claude AI * Gemini Why Clients Enjoy Working With Me * Reliable, proactive, and highly organized * Strong leadership and team collaboration skills * Calm and solution-oriented during urgent situations * Excellent communicator with guests, tenants, vendors, and internal teams * Detail-oriented with strong follow-through * Quick learner who adapts easily to new software and workflows * Committed to building long-term partnerships and helping businesses grow * Passionate about delivering exceptional guest experiences while improving operational efficiency If you're looking for someone who can represent your business professionally, communicate effectively with guests and tenants, and help your rental operations run seamlessly, I'd be happy to discuss how I can support your team.