Adiel Lira Lugatoc

• Guest Communication & Support

Oversee daily guest interactions, ensuring fast, professional, and high-quality responses across all platforms.

Maintain excellent guest satisfaction and ensure consistency in service delivery.

• Administrative & Vendor Coordination

Manage listing updates, relistings, and outreach to vendors such as cleaners, handymen, and lawn services.

Coordinate with maintenance, cleaning teams, and other service providers as required.

Ensure Standard Operating Procedures (SOPs) are followed and updated as necessary.

Prepare and submit daily operational reports for skip managers or supervisors.

• Operational & Performance Optimization

Optimize PMS workflows, OTA configurations, and third-party integrations to maximize efficiency.

Monitor listing performance, account health, and revenue to identify issues and opportunities for growth.

Track guest messages, reviews, tickets, and internal tasks to guarantee timely resolution.

Identify recurring issues and implement process improvements.

Assist with expansion efforts for new OTAs and direct-booking channels.

• Scheduling & Resource Management

Manage VA schedules to ensure proper coverage across time zones and peak periods.

Track attendance, productivity, and workload distribution among the team.

• Social Media & Marketing Support

Create, schedule, and manage content for social media platforms to promote listings and engage potential guests.

Monitor engagement, respond to inquiries, and maintain the brand’s online presence.

Assist with campaigns, promotions, and special offers to increase bookings and visibility.

Collaborate with marketing and operations teams to align messaging with guest experience goals.

• Manage daily guest communications, ensuring prompt, accurate, and high-quality responses.
• Support administrative duties, including relisting properties, updating listings, and coordinating with vendors (handyman, cleaners, lawn maintenance, etc.), among other tasks.
• Liaise with maintenance, cleaning, and other service providers as required.
• Ensure Standard Operating Procedures (SOPs) are followed and updated when necessary.
• Prepare daily reports for skip managers.
• Maintain consistently high guest satisfaction and service quality.
• Enhance account performance by optimizing PMS workflows, OTA configurations, and third-party integrations.
• Monitor account health, listing metrics, and revenue to detect issues and identify opportunities for improvement.
• Track guest messages, reviews, tickets, and tasks to guarantee timely responses.
• Identify recurring challenges and implement process improvements.
• Lead efforts to expand onto new OTAs and direct-booking channels.

• Manage daily guest communication workflows, ensuring prompt, professional, and high-quality responses.
• Support administrative tasks including relisting properties, updating listings, coordinating with vendors (handyman, cleaners, lawn maintenance, etc.), and other operational duties.
• Liaise with maintenance, cleaning, and other vendors as required.
• Ensure Standard Operating Procedures (SOPs) are consistently followed and updated as needed.
• Prepare daily operational reports for skip managers.
• Maintain high guest satisfaction and consistent service delivery.
• Optimize account settings, including PMS workflows, OTA configurations, and third-party integrations.
• Monitor account health, listing performance, and revenue to identify issues and improvement opportunities.
• Track guest messages, reviews, tickets, and tasks to ensure timely follow-up.
• Identify recurring challenges and implement process improvements.
• Drive expansion efforts for new OTAs and direct-booking channels.

• Ensure each prospective client and potential customer has a positive experience with our company.
• Take the initiative to learn about the company and grow within the role.
• Prioritize which appointments take priority over others to maximize revenue.
• Develop and distribute reports of each day’s appointments.
• Use Microsoft Office Suite and Google Workspace to manage various aspects of the job.
• Demonstrate a pleasant disposition with each prospect.
• Complete required call sheets at the end of each day.

• Customer Support & Communication

Excellent verbal and written communication

Active listening and empathy

Conflict resolution and de-escalation

Handling complex guest and host cases

Maintaining high customer satisfaction

• Problem Solving & Decision Making

Critical thinking and analytical skills

Troubleshooting technical or account issues

Making quick, informed decisions under pressure

Prioritizing cases based on urgency and impact

• Technical & Platform Skills

Familiarity with Airbnb platform (guest & host tools)

Knowledge of property management systems (PMS)

Experience with CRM or ticketing systems

Understanding of payment processing and security protocols

• Operational & Organizational Skills

Case management and documentation

Multi-tasking and time management

Following SOPs and compliance procedures

Reporting and tracking metrics (response times, case resolution)

• Collaboration & Teamwork

Working effectively with internal teams (Trust & Safety, Payments, Operations)

Coordinating with hosts, guests, and vendors

Providing guidance or mentorship to junior support agents

• Adaptability & Learning

Ability to work in a fast-paced, evolving environment

Quick learning of new tools and policies

Flexibility across shifts, time zones, and case types

• Handle inbound/outbound calls for health insurance inquiries.
• Explain benefits, verify coverage, and assist with claims, billing, and prior authorizations.
• Support enrollment, eligibility, and PHI-related processes while ensuring HIPAA compliance.
• Resolve conflicts, provide empathetic service, and maintain accurate documentation.
• Use CRM/call center systems, multitask in high-volume environments, and adhere to quality and compliance standards.

• Handle customer inquiries via calls, emails, or chat about accounts, billing, and services.
• Troubleshoot technical issues and guide customers with step-by-step solutions.
• Update account information and process payments, refunds, or service changes.
• Escalate complex issues to higher-level support or schedule technician visits.
• Maintain accurate records in CRM and follow company policies.
• Promote customer satisfaction through empathetic, professional service.