Problem

Our client, an Airbnb company, was struggling to manage their customer service inquiries and bookings. They hired me as a virtual assistant who was responsible for answering emails and phone calls, processing payments, and communicating with guests. However, the workload was becoming overwhelming for one person to handle.

The client needed a solution that would streamline their customer service process and ensure that all inquiries were handled promptly and efficiently.

Solution

I was selected to handle basic inquiries from guests such as booking details, check-in instructions, and payment processing. This gave management time to focus on other serious issues to increase revenue.

We streamlined the issues and worked with other staff members to ensure a good flow in the business. We also set up automated email responses for common inquiries such as cancellation policies and house rules.

Impact

Reduced response time for customer inquiries
Increased efficiency of virtual assistant
Improved guest satisfaction ratings

"It made the process seamless"

Team

Team Member #1 - Virtual Assistant
- Handled complex customer inquiries that required human intervention
- Managed communication with guests and processed payments
- Verify bookings to legitimize and minimize fraud
- Follow up with guests to ensure they leave reviews
- Responding to them as required
- Identify and escalate issues with guests
- Populate rota for housekeeping on Guestconnect and distribute amongst staff.

Airbnb Customer Service