24/7 Guest Messaging (25 Units | New Jersey)
Overview
Provide 24/7 on-call guest communication for hotel operators who need fast response times
(less than 1 hour) and proactive issue resolution.
Scope of Services
1) 24/7 Airbnb Inquiry + Guest Messaging Coverage
I will handle:
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Pre-booking questions + booking conversions
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Instant replies to Airbnb inquiries (availability, policies, amenities, parking, local
questions)
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Expectation-setting to prevent refunds, complaints, and less than 5 stars.
Response standard:
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Inquiries: typically within minutes, always prioritized
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Active-stay issues: immediate triage + escalation to hotel staff if needed
2) Disturbance (Guest Relations)
I will manage guest-facing communication for:
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Noise complaints / neighbor concerns / “quiet hours” reminders
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Maintenance issues (lockouts, WiFi, HVAC, leaks, appliance issues)
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Cleanliness concerns
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Refund/comp requests (handled with your rules + approval process)
4) In-House Team Coordination
When action is needed, I’ll notify the right person with a clear, operational message:
Example format:
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Unit # / Guest name / Issue summary
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What I already told the guest
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What’s needed (maintenance, housekeeping touch-up, supply drop)
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Urgency level
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