Description
COMPANY OVERVIEW:
Swamp Management is redefining the short-term rental experience in the Southeastern United States. As an expanding property management company, we are proud to operate in multiple markets across this vibrant region, delivering top-tier guest experiences in some of the most scenic and exciting destinations. No matter what kind of stay our guests are looking for, we have a variety of properties to suit their needs.
Our unique success comes from our team’s dedication to growth, integrity, and teamwork. We nurture a culture where both our guests and team members thrive. If you're excited to grow alongside a vibrant, fast-expanding company redefining guest experiences in the Southeastern U.S., apply today and help us build something extraordinary.
Send us your application today.
POSITION SUMMARY:
Apply to be our trusted expert for all things “guest experiences” at Swamp Management.
We’re seeking a trainable Virtual Assistant with project management experience to join our small, tight-knit team in a fully remote capacity. As a Guest Experience Associate (VA), you will remotely manage all guest communications, ensure smooth operations, and maintain our high service standards. This role offers independence and freedom, ideally suited for you if you thrive in a self-directed role that includes problem-solving and managing multiple priorities without constant oversight.
Working remotely, you’ll collaborate with our cleaners, maintenance staff, and vendors to make sure everything runs smoothly. You’ll also be responsible for navigating review disputes, sourcing new vendors, and ensuring we consistently achieve 5-star guest ratings. This role will be a good fit for you if you’re independent, confident, and able to manage time effectively with the flexibility of working from home while being an integral part of a cohesive team.
If you're a problem solver with a “can-do” mindset, you'll fit right in with our dedicated team. The position further leverages your skills if you have worked with short-term rental platforms, particularly Airbnb (Level 2 Case Manager experience is a plus), and offers room for career advancement.
RESPONSIBILITIES:
- Be the go-to expert for our guests—serve as the primary point of contact, handling inquiries and resolving issues to create memorable experiences and ensure total guest satisfaction.
- Take charge of operations—coordinate with cleaners and maintenance teams, ensuring any issues are swiftly addressed, and schedules run like clockwork.
- Own the process —navigate and resolve damage claims and review disputes on short-term rental platforms, always focusing on maintaining a positive guest experience.
- Be a 5-star experience leader—consistently deliver exceptional service that leads to glowing reviews and helps maintain our 5-star rating.
- Expand our vendor network—by sourcing and onboarding new vendors, including cleaners and subcontractors, to uphold high standards across various markets.
- Drive smooth operations—manage tasks and timelines efficiently using Notion or other project management tools to keep everything on track.
- Control property access remotely—utilize RemoteLock to manage and monitor property access from anywhere, ensuring seamless operations.
- Collaborate like a pro—use Slack to keep internal communications clear and efficient and OpenPhone to maintain strong connections with guests and vendors.
QUALIFICATIONS:
- Must have project management experience and be comfortable coordinating with multiple stakeholders in a professional setting.
- Proficient in tools like Notion, RemoteLock, Slack, OpenPhone, and GroupMe for seamless communication with vendors and teams.
- Strong organizational and multitasking skills, independently managing multiple priorities in a remote work environment.
- Must have a reliable computer and solid, high-speed internet connection to ensure efficiency and maintain smooth operations remotely.
- Dependable, with the ability to build effective relationships with team members and vendors while providing excellent guest service.
- Available full-time, with no other employment during the term of this role.
- Experience navigating damage claims or reviewing disputes on short-term rental platforms; Airbnb Level 2 Case Manager experience is a plus.
- Experience in the property management or hospitality industry, with strong problem-solving skills and a drive to take the initiative in a virtual workspace.
COMPENSATION & BENEFITS:
Hourly Rate: $6.50 - $7.50 / hour
Bonus: Opportunities for small bonuses throughout the year, as well as holiday bonuses
Benefits:
- Paid time off, such as PTO, sick days, and vacation days
- Telecommuting options
- Bonuses awarded throughout the year
- Opportunity for career advancement
Schedule: 4 consecutive weekdays each week