KAYE VILLACORTE
Property Manager | Customer Service | Virtual Assistant
CEBU CITY (CAPITAL)
Summary
Detail-oriented and organized Property Manager effective at managing personnel, property and special projects. With proven success in improving operations and solving problems. Highly proficient in building lasting relationships with key decision makers, customers/guests and team members to further company goals. Ready to leverage training and experience to take on new professional challenges.
Overview
8
8
years of professional experience
Work History
Short Term Property Manager
Thebnbdream
Brisbane
12.2022 - 06.2023
- Monitored progress of maintenance projects and notified appropriate individuals of project updates, delays, and schedule changes.
- Handled guest complaints promptly and appropriately, calling in maintenance, and cleaning team.
- Monitored timely receipt and reconciliation of booking payments in accordance with reservation dates.
- Guest Communication in regards to vetting, check-in/check-out details and assistance throughout.
- Refund through stripe, OTA platforms and release of security deposit.
- Maintained sufficient number of units market-ready for lease.
Host
AIRBNB CO-HOST – MAUI Co
01.2022 - 12.2022
- Responsibilitiesinclude informing cleaners and maintenance of any schedules
- Answering messages through Airbnb
- Creating processes for future VAs
- Onboarding clients to the Airbnb Co-host account
- Creating onboarding templates and processes and hosting the condominium units.
Guest Experience Team Leader
Get Lavanda
London
10.2020 - 11.2021
- Responsibilities include Quality Checks of messages and work for all Guest
- Experience Associates
- Manage the Graveyard Shift
- Handle Escalations and answer messages for VIP/Crucial Properties
- Airbnb Account Health Checks.
- Monitored guest services personnel for efficiency and accuracy of response to guest complaints.
- Coached and developed associates to improve soft skills and recovery techniques.
- Collaborated with outside departments to coordinate solutions and retain guest satisfaction.
- Motivated and rewarded employees to improve engagement.
- Conducted regular training sessions for staff to keep up to date with customer service practices.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
- Enhanced response and resolution systems to meet changing demands.
- Monitored guest feedback, using to improve service and departmental operations.
Guest Experience Associate
Get Lavanda
London
10.2019 - 10.2020
- Airbnb/ booking.com VA for various short-term rental properties, email support, and chat support
- Relay needed information to accounting managers and housekeeping
- Make sure to have all guest inquiries replied to and sorted out
- Send invoice to guest and refund guest for the cancelation or nights unused.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Took reservations over phone and through email, recording guest information in computer system and verifying details.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Responded to guest inquiries, complaints and special requests to increase customer satisfaction.
- Handled customer complaints to satisfy and retain guests.
- Managed check-in and check-out procedures for guests.
Reservations Agent
GoodNight Stay
Arizona
09.2018 - 10.2019
- Responsibilities include answering inquiries in Airbnb and Vrbo
- Sending Cold
- Templates to potential guests and sending options of homes available for their dates
- Sending cold templates with discounted rates to old guests to rebook for other dates
- Getting more bookings for all homes to ensure that we are getting our marked goal of the month.
- Provided customers with information about availability and pricing.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
Chat Support Representative
Expedia Chase - Sykes
Cebu
02.2016 - 12.2018
- Responsibilitiesinclude givingadequate supportto chase cardholders about their travel queries
- Ticket Refunds and itinerary changes.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Resolved customer complaints by identifying problems, suggesting solutions and implementing corrective action.
- Handled inbound customer chat conversations from various websites.
Social Media Manager
ICKJ
CEBU CITY (CAPITAL)
05.2018 - 09.2018
- Responsibilities include boosting posts through Facebook ads and Instagram
- Promotions, Replying to customer messages and Inquiries,and scheduling posts creating captions, and invoicing.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Designed and implemented social media strategies to align with business goals.
- Increased customer engagement through social media.
Social Media Manager
WEAR CROCHET
CEBU CITY (CAPITAL)
03.2016 - 05.2016
- Responsibilities include boosting posts through Facebook ads and Instagram
- Promotions, Replying to customer messages and Inquiries, scheduling posts creating captions, and invoicing.
- Monitored online presence of company's brand to engage with users and strengthen customer relationships.
- Designed and implemented social media strategies to align with business goals.
- Increased customer engagement through social media.
- Developed marketing content such as blogs, promotional materials, and advertisements for social media.
Customer Service Associate
CHONEL’S ENTERPRISES
CEBU CITY (CAPITAL)
02.2015 - 03.2016
- Responded to customer calls and emails to answer questions about products and services.
- Developed and actualized customer service initiatives to decrease wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Education
Bachelor of Science - Business Administration Major in Finance
University of San Carlos
Cebu City, Philippines 04.2001 -
Skills
Customer service-focused
undefinedTools:
PMS (Lavanda, Guesty, and Hospitable)
Breezeway
Asana
Zendesk
Trello
Gsuite
Trainual
Streamline
Stripe
Resly
Vrbo
Airbnb
Booking.com
Tettra
Ring Central
Gvoice
Aircall
Monday
Notion
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
Short Term Property Manager
Thebnbdream
12.2022 - 06.2023
Host
AIRBNB CO-HOST – MAUI Co
01.2022 - 12.2022
Guest Experience Team Leader
Get Lavanda
10.2020 - 11.2021
Guest Experience Associate
Get Lavanda
10.2019 - 10.2020
Reservations Agent
GoodNight Stay
09.2018 - 10.2019
Social Media Manager
ICKJ
05.2018 - 09.2018
Social Media Manager
WEAR CROCHET
03.2016 - 05.2016
Chat Support Representative
Expedia Chase - Sykes
02.2016 - 12.2018
Customer Service Associate
CHONEL’S ENTERPRISES
02.2015 - 03.2016
Bachelor of Science - Business Administration Major in Finance
University of San Carlos
04.2001 -
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