Patrick L.

I am an experienced Guest Communication Specialist and General Virtual Assistant seeking a full-time position in the Short-Term Rental industry. I have over four years of remote work experience and nine years of overall experience in short-term rentals, specializing in guest communication, reservation management, customer service, and property operations support. Passionate about helping property owners and managers grow and succeed through excellent service and reliable support Here are my daily routines as an Airbnb / Vrbo Manager: ⚡ Guest Relations (Airbnb, Booking'com, Vrbo, Guesty, Hospitable, Streamline, Track, Minut, NoiseAware, Google Workspace, Night Owl) ⚡ Screen potential guests and manage reservations/bookings ⚡ Coordinate with cleaners and maintenance teams through Breezeway ⚡ Provide guest support and resolve guest concerns promptly and professionally ⚡ Respond to guest inquiries in a timely manner ⚡ Send welcome, check-in, check-out, and post-stay messages to maintain excellent guest communication ⚡ Maintain high guest satisfaction, achieve 5-star reviews, and help retain Superhost status ⚡ Handle administrative tasks and data entry ⚡ Manage listing calendars, availability, and booking schedules ⚡ Create, update, and optimize property listings across multiple booking platforms ⚡ Write and respond to guest reviews ⚡ Monitor property noise alerts and security notifications using Minut and NoiseAware ⚡ Assist with pricing updates and minimum night stay adjustments ⚡ Coordinate early check-ins, late check-outs, and special guest requests ⚡ Track maintenance issues and follow up to ensure completion ⚡ Communicate with property owners regarding guest stays, maintenance, and property updates ⚡ Help improve occupancy rates and overall guest experience ⚡ Ensure house rules are followed and address any violations professionally ⚡ Handle guest payment management and reservation-related transactions ⚡ Manage guest reviews, including review disputes with OTAs ⚡ Coordinate with Airbnb and Vrbo regarding disputes, claims, and account-related issues As a Virtual Assistant: ⚡Administrative Tasks (Track, Basecamp, Slack, GHL, Salesforce, Airtable) ⚡Chat Support ⚡Email Support/ Management ⚡Data Entry ⚡ Basic Design (Canva) *GUEST RESERVATION AGENT & ADMIN SUPPORT- Mar 2023 - June 2026 Patriot Host LLC - North Carolina, USA Industry: Short Term Rentals Co-Host/ Vacation Rentals Role Specialization: Customer Support, Admin ____________________ *ASSISTANT PROPERTY MANAGER- Dec 2022 - May 2023 BNB CEOs - Arizona, USA Industry: Short Term Rentals Co-Host/ Vacation Rentals Role Specialization: Customer Support, Property Management& Data Entry -Start-up company (Project Based) -Created and listed properties in various booking sites such as Vrbo, Airbnb and Booking. com-Connecting and integrating the listings hospitable (Channel Manager) -Created SOPs and scripts for communications and reviews. -Communication support between the guests, property owners and cleaning staff. -Using Slack for team communication. _____________________ *GUEST COMMUNICATION SPECIALIST- Apr 2022 - Jun 2026 Patriot Host LLC - Colorado, USA Industry: Short Term Rentals Co-Host/ Vacation Rentals Role Specialization: Customer Support, Property Management& Data Entry -Responding to guests inquiries/ messages on Airbnb and Vrbo. -Recording and responding to good and bad reviews. -Coordinating with the cleaners and maintenance staffs. -Night shift monitoring. Using Minut & Noiseaware for noise monitoring and Night Owl for cameras. -Using Hospitable and Guesty as channel managers. -Using Slack for team communication. _____________________ *APPOINTMENT SPECIALIST- Mar 2022 - Jan 2023 Online CEOs - Florida, USA Industry: Broadcast Media Production and Distribution Role Specialization: Calendar Management & Appointment Setting -Responsible on managing the Sales Calendar. -Qualifying leads from online ads. -Handling SMS campaign. -Sending reminders and follow ups to DM Closers about the scheduled sales calls. -Using Basecamp for team communication -Using GHL for SMS campaign and leads communication. ______________________ *VRBO CHAT & EMAIL SUPPORT- Sep 2018 - Mar 2022 Sutherland Global - Philippines Industry: BPO (Business Process Outsourcing) Role Specialization: Live Chat & Email Handling -Supporting all guests and property owners across the Globe. -Providing excellent customer support via live chat. -Escalating issues/ concerns to the higher departments. -Coordinating with the property owners via email about their listings or issues. -Using Salesforce as CRM. ___________________ *VRBO PHONE SUPPORT REPRESENTATIVE- Mar 2017 - Sep 2018 Sutherland Global - Philippines Industry: BPO (Business Process Outsourcing)Role Specialization: Phone Support agent -Supporting all guests across the Globe. -Providing excellent customer support via phone. -Escalating issues/ concerns to the higher departments. -Using Salesforce as CRM