Description
COMPANY OVERVIEW:
Meet Jungle House – THE Destination for Unforgettable Stays!
Jungle House is more than a vacation rental company—we’re a dedicated team creating extraordinary stays with a "Guests First" mentality. Located in Central Ohio, Jungle House has earned over 4,000 five-star reviews across Airbnb, Google, and VRBO and is celebrated as a Top 1% Airbnb Host worldwide. Recognized by NBC, iHeartRadio, and beyond, our focus is on providing spaces that inspire, relax, and surprise our guests at every turn.
Our Vision
Our vision is to be THE place to stay in our city, with a hint of jungle! We strive to create unique experiences that our guests can cherish and share forever by offering beautiful Instagrammable spaces while going above and beyond, always.
Why Should You Join Us At Jungle House?
At Jungle House, we’re proud of our reputation for exceptional stays and high standards of hospitality. As a team, we’re constantly innovating and looking for ways to elevate our guests' experiences. Join us if you’re passionate about hospitality, ready to work in a fun, supportive environment, and motivated to make an impact as part of a close-knit, guest-centered team!
POSITION SUMMARY:
Are you a guest service leader with a background in vacation rentals, real estate, or hospitality who thrives on delivering exceptional experiences?
Our team at Jungle House is looking for a Virtual Guest Service Lead to manage guest inquiries, oversee referral and loyalty programs, and drive engagement on our social media platforms to enhance guest relationships and brand visibility.
In this role, you’ll be the primary contact for guest support with a mission to drive increased guest ratings, referral rates, repeat bookings, and sales conversions. Your ability to manage priorities and bring fresh ideas will lead the charge in creating unforgettable guest experiences.
You’re our ideal candidate if you’re someone who is:
- Outgoing and Engaging: Naturally able to connect with others to build positive relationships.
- Proactive and Competitive: Motivated to exceed goals and drive results.
- A Team Builder: You are able to inspire, motivate, and collaborate with others to achieve shared goals.
Ready to make an impact with your energy and drive? Join Jungle House to redefine guest experiences and bring your creativity to a team that values your commitment.
Apply today! We look forward to hearing from you.
RESPONSIBILITIES:
- Engage with Guests: Engage guests with prompt, friendly support (within 5 minutes), proactively assisting with questions, local recommendations, and memorable upsell options.
- Drive Sales & Bookings: Follow up on booking inquiries and manage sales leads through CRM tools. Strategize to meet KPIs, including occupancy and upsell targets, and promote direct bookings on our website.
- Oversee Marketing Initiatives: Provide input on email/SMS campaigns, draft newsletters, and manage social media platforms. Oversee Google My Business, Google Ads, and Facebook ad campaigns.
- Coordinate Fulfillment: Arrange and coordinate orders for guest homes; forward expense receipts.
- Expand Real Estate Portfolio: Conduct research and outreach to landlords and homeowners for potential property acquisitions. Organize and track follow-ups with leads.
- Handle Guest Issues: Manage guest reviews, submit claims, and follow up with the Airbnb Resolution Center as needed.
- Ensure Guest Compliance: Monitor exterior surveillance for compliance with guest count, noise, and smoke alerts.
QUALIFICATIONS:
- Experienced in Hospitality & Property Management: Advanced experience in Airbnb, vacation rentals, hotel management, or property management, with personal experience as an Airbnb guest.
- Strong Communication Skills: Fluent in English (speaking & writing), able to engage guests with a fun, personable tone while maintaining high standards for grammar and spelling.
- Personable, Creative, and Guest-Focused: Able to bring a creative approach to guest communication, going beyond templates to create memorable and enjoyable guest experiences.
- Organized and Results-Driven: Highly organized, goal-oriented self-starter with a passion for exceeding sales targets and enhancing guest satisfaction.
- Tech-Savvy & Mobile Ready: Proficient in Excel, Google Drive, and experienced in CRM and marketing platforms (e.g., HubSpot, Mailchimp); must have a smartphone or tablet, backup laptop, and reliable Wi-Fi connection.
- Customer Support & Sales Background: Previous experience in guest services, cold calling, lead management, and/or social media management.
- Punctual, Reliable, and Committed: Daily report on Slack of a clock-in for the start of shift and a quick end-of-shift summary of what occurred for the day, any issues that need to be escalated, as well as a quick summary of all tasks completed. Asana is used for task management and a Screenshot Monitor is used to track being online and active.
- This role is an hourly position and expected to be active and working during scheduled hours, this is not a project-based position.
- Required 100 mbps internet speed, a backup laptop device, and back up data/internet connection
- Experience with Google Drive, Slack, Loom, LastPass, Airbnb, Hostfully, Booking.com, VRBO, Hospitable (Smartbnb), Breezeway, Operto, PointCentral, OpenPhone, Mailchimp, Quickbooks, Pricelabs, Zapier, Asana, Hubspot preferred
COMPENSATION & BENEFITS:
Monthly Salary: $800 USD per month
Probationary Period: $750 USD per month during 3 month probationary period and $800 USD after probationary period
Benefits available after Probation Period:
- 3 weeks of Paid Time Off (unused hours paid at end of year)
- 8 Philippine Holidays per calendar year
- Annual $500 Travel Voucher which includes Airbnb, hotel, flight or any travel related expenses per calendar year
- 13th Month Annual Bonus
- Monthly and Quarterly Performance Based Bonuses and Commissions
- Health insurance, Dental insurance, Vision insurance for self and up to 2 additional family members
- Annual Personal/Professional Training provided
- 2 paid charity/community service days a year
- Commuting/travel assistance
- Workplace perks such as recreation activities, food and coffee, and flexible work schedules
- Remote working flexibility
- Career advancement potential
- Gain valuable insights and guidance by closely working with our experienced CEO
Schedule: The position requires availability from Thursday through Sunday (4 pm to 9 pm with an one-hour unpaid break, and 10 pm - 3 am Eastern Time Zone.