The Assistant Property Manager (APM) is a versatile, autonomous, and solution-oriented professional. You will contribute to the operational fluidity of our rental management while ensuring high-quality customer service and proactive coordination with internal teams and external partners.
Key Responsibilities
1. Guest Communication & Support
Responsiveness: Maintain an optimal response time of 30 minutes (max 2 hours) during operating hours.
Quality Control: Ensure every message receives a professional, complete, and polite response.
Review Management: Analyze and respond to guest reviews (Airbnb/Booking) and implement corrective actions if necessary.
Autonomy: Proactively search for information in our tools (Breezeway, Duve, listings, videos) before escalating questions.
2. Issue Management & Resolution
Coordination: Report issues quickly to the main office and follow up until full resolution using the appropriate channels (Slack for routine, WhatsApp for emergencies).
Conflict Resolution: De-escalate delicate situations and propose common-sense commercial gestures (validating with management for significant amounts).
Platform Liaison: Communicate with support teams (e.g., Airbnb, OTAs) to resolve cases via email or phone.
3. Operations & Logistics
Housekeeping Coordination: Support cleaning staff via Breezeway, manage early check-ins/late check-outs, and adjust schedules as needed.
Maintenance (Level 1): Create and track maintenance tasks for minor issues (bulbs, batteries, missing items, etc.).
Heavy Maintenance: Coordinate with third-party vendors for major repairs (appliances, furniture), including quote validation and intervention tracking.
4. Administrative & Financial Tasks
Refund Management: Process simple refunds (cleaning issues, taxes) and validate complex cases (cancellations, major facility issues) with management.
Claims: Manage insurance declarations and follow up on guest reimbursement claims (e.g., AirCover).
Owner Support: Manage property owner tickets (dispatch or escalate) via Odoo.
5. Tool Management & Digital Assets
PMS Management: Use Hostaway for messaging, payments, billing, and calendar management.
Operations Software: Use Breezeway for task assignment, inventory tracking, and creating "digital twins" of properties using welcome books and videos.
Guest Experience: Utilize Duve for pre-checkout management, upsells, and guest cards.
Listings: Create and update property listings on OTAs (Airbnb, Booking, etc.) and design signage/documents using Canva.
Tech Savviness: Comfortable with digital tools. Experience with Hostaway, Breezeway, Duve, JustCall, Odoo, or Canva is a strong plus.
Soft Skills: High autonomy, tactful communication, problem-solving mindset, and attention to detail.
Languages: Fluent in English (additional languages are a plus).
Continuous Improvement
Stay updated on procedures and tool evolutions.
Proactively propose improvements to workflows and guest experience.
