This is a remote position.
Work Schedule:
- Monday to Friday flexible between 8:00 AM to 6:00 PM UK Time
- Saturday and Sunday will be ad-hoc and maybe 1-2 hours in case there is an emergency that needs addressing
Role Overview:
The Property Assistant role is pivotal in ensuring smooth daily operations, supporting business cash flow, and maintaining high productivity levels. This position requires a proactive, detail-oriented individual with excellent communication skills who can effectively manage a diverse range of tasks while taking full responsibility for their outcomes. This role significantly impacts operational efficiency, landlord satisfaction, and financial performance, requiring continuous focus and initiative
Key Responsibilities and SLAs:
1. Cleaner and Linen Scheduling & Performance Management
● Advance Planning: ○ Use Airbase to review cleaning schedules one month in advance, ensuring alignment with cleaner availability and linen needs.
○ Proactively address flagged gaps or conflicts by coordinating with cleaners through group chats.
○ Confirm linen delivery schedules and make adjustments as needed.
● Performance Monitoring: ○ Track cleaner performance using feedback and compare scheduled versus completed cleans in Airbase.
○ Regularly update cleaner notes to ensure accountability and address any issues promptly.
2. Landlord Communication & Pricing Adjustments
● Database and Listings Management:
○ Maintain up-to-date property listings in Airbase, ensuring all details (e.g., pricing, amenities, photos) are accurate.
○ Perform monthly audits of property details to ensure competitiveness and consistency
○ Communicate updates with landlords via WhatsApp for transparency and trust.
● Pricing Management: ○ Review booking trends in Airbase to adjust prices/discounts proactively, considering market demand and seasonal changes.
○ Inform landlords of pricing changes, providing clear explanations to manage expectations.
● Video Meetings with Landlords:
○ Conduct video meetings via Google Meet with landlords to address complex issues, review property performance, and provide guidance on resolving concerns.
3. Maintenance Management
● Maintenance Coordination:
○ Log and track all property maintenance issues in Airbase, assigning tasks to trades teams and monitoring progress.
○ Document maintenance costs and resolutions for accurate billing to landlords.
○ Proactively recommend preventative maintenance based on recurring issues or patterns flagged in Airbase logs.
4. Guest Issues and Experience Management
● Collaborate with the Guest Experience (GEX) team to resolve guest issues promptly and ensure positive experiences.
● Manage bookings, cancellations, and damage claims while maintaining transparent communication with landlords.
● Resolve Airbnb property suspensions within 72 hours, submitting evidence to meet platform requirements.
5. Billing and Financial Accountability
● Ensure all maintenance and cleaning supply costs are correctly billed and categorized in Airbase.
● Add a 20% markup for services within credit limits or facilitate direct payments for expenses exceeding £250.
6. Cleaning and Linen Reimbursement
● Reimburse cleaners for submitted receipts in Airbase promptly.
● Manage linen inventory and delivery schedules to support smooth operations
7. Platform Listings & Remediation
● Guide landlords during onboarding, assisting with the setup of online accounts and ensuring all property details are completed accurately.
● Address Airbnb suspensions or remediation needs promptly, adhering to deadlines to maintain property visibility
