Property Manager / Customer Support Lead
Casa Pina
01.2022 - 02.2025
- - Owned daily guest communications across phone, email, chat, and Airbnb messaging; set expectations, gave plain-language next steps, and closed the loop with timely follow-ups.
- - Coordinated bookings, check-ins/outs, calendar updates, and payment adjustments; maintained accurate logs, receipts, and simple invoices for owners.
- - Resolved urgent service issues (access problems, late arrivals, cleaning defects, maintenance) by triaging quickly, offering practical options, and documenting actions and outcomes.
- - Oversaw housekeeping rotations and maintenance schedules; sourced, scheduled, and quality-checked vendors to meet property standards.
- - Tracked all cases in Freshdesk/Intercom and the Airbnb Host Dashboard; used tags, templates, and saved replies to speed resolution and keep records audit-ready.
- - Collaborated via Slack and Zoom; summarized status and next actions in Google Docs/Sheets to keep stakeholders aligned.
- - Delivered bilingual service (English/Spanish) and communicated in French when needed to support a diverse guest base.
- - Maintained strong guest ratings by combining fast response with clear explanations and reliable follow-through.
- - Supported coverage across evenings, weekends, and holidays to meet response-time targets during peak demand.
