Airbnb Support Specialist

ANI Living Spaces; Bengaluru; On-site; INR 300,000 - 420,000; Full time

Benefits offered by this job

Performance incentives

Lunch Facility

Health Insurance

OTA/booking performance incentives, if

Attendance incentives

Employee benefits as per policy

Training and development

Career growth opportunities

Job summary

ANI Living Spaces in Bengaluru is seeking an Airbnb Support Specialist to manage guest communications, reservations, listings, and platform issues. You will coordinate with housekeeping and maintenance teams to keep listings accurate and ready for guests.

Ideal candidates will have strong English communication, customer service skills, and familiarity with Airbnb and OTA platforms. Experience in hospitality operations is a plus.

Qualifications

• Strong English communication and customer-service skills.
• Good knowledge of Airbnb and online travel platforms.
• Ability to multitask and manage multiple guest conversations.
• Willingness to coordinate with housekeeping, maintenance, reservations, and property management teams.

Responsibilities

• Manage ANI Living Spaces Airbnb listings and ensure accuracy of descriptions, photos, amenities, rules, and check-in information.
• Respond promptly to guest inquiries, handle reservations, modifications, cancellations, and bookings across channels.
• Coordinate with housekeeping and maintenance to resolve issues quickly and maintain listing quality.
• Monitor reviews and ratings, and support pricing and occupancy strategies with the Revenue/Operations team.
• Prepare and share performance and occupancy reports as required.

Skills

English communication

Customer service

Airbnb knowledge

Problem solving

Multitasking

Detail oriented

Kannada/Hindi advantage

Excel/Sheets

Coordination

Education

Graduate

Tools

Excel/Google Sheets

WhatsApp

Email

Property-management systems

Job description

JOB DESCRIPTION AIRBNB SUPPORT SPECIALIST

Location Bengaluru, Karnataka

Department Operations / Guest Experience

Employment Type Full-Time

Reports To Operations Manager / Revenue Manager

1. About ANI Living Spaces

ANI Living Spaces is a professionally managed service apartment and living-space company providing comfortable and reliable accommodation for short-term, medium-term, and long-term guests.

2. Job Summary

The Airbnb Support Specialist will be responsible for managing Airbnb guest communication, reservations, listing information, guest requests, reviews, cancellations, and platform-related issues. The ideal candidate should have strong communication skills, excellent follow-up abilities, good knowledge of Airbnb operations, and the ability to coordinate effectively with housekeeping, maintenance, reservations, and property-management teams.

3. Key Responsibilities

• Manage and maintain ANI Living Spaces Airbnb listings.
• Ensure listing descriptions, photographs, amenities, house rules, check-in instructions, and property information are accurate and up to date.
• Monitor listing quality and guest feedback and identify opportunities to improve listing presentation.
• Respond promptly and professionally to Airbnb guest enquiries and messages.
• Handle pre-booking questions regarding availability, pricing, facilities, location, check-in, and house rules.
• Send check-in, check-out, and stay-related information to guests.
• Monitor new reservations and handle booking modifications, extensions, cancellations, and date changes.
• Ensure availability information is accurate and synchronized with other booking channels where applicable.
• Handle guest complaints and service requests received through Airbnb.
• Coordinate with housekeeping and maintenance teams to resolve issues quickly.
• Monitor Airbnb reviews and ratings and respond professionally according to company guidelines.
• Monitor competitor listings and market pricing and coordinate pricing changes with the Revenue/Operations Manager.
• Monitor occupancy, booking patterns, cancellations, and demand.
• Coordinate with housekeeping, maintenance, front office, and operations teams.
• Maintain proper records of pending and completed guest requests.

4. Daily Responsibilities

• Monitor Airbnb messages and enquiries.
• Respond to guests within the company's defined response-time target.
• Check new bookings, cancellations, and booking modifications.
• Review upcoming arrivals and departures.
• Coordinate property readiness with the operations team.
• Follow up on open guest complaints.
• Monitor reviews and ratings.
• Update booking and guest information in the relevant systems.
• Prepare daily/weekly Airbnb performance reports.

5. Required Skills

• Excellent written and verbal English communication.
• Strong customer-service and interpersonal skills.
• Good knowledge of Airbnb and online travel platforms.
• Strong problem-solving and follow-up abilities.
• Good computer skills.
• Knowledge of Excel/Google Sheets, WhatsApp, email, and property-management systems.
• Ability to multitask and manage multiple guest conversations simultaneously.
• Ability to remain calm and professional when handling complaints.
• Good attention to detail.
• Knowledge of Kannada and/or Hindi will be an advantage.

6. Qualification & Experience

• Graduate or equivalent qualification.
• 1–3 years of experience in Airbnb management, hotel reservations, hospitality, service apartments, OTA management, customer support, or property management.
• Experience managing Airbnb, Booking.com, or other OTA platforms will be an advantage.
• Freshers with excellent communication skills and strong interest in hospitality/OTA operations may also be considered.

7. Key Performance Indicators (KPIs)

• Airbnb response time and guest response rate.
• Booking conversion/support effectiveness.
• Guest satisfaction and ratings.
• Complaint resolution time.
• Cancellation rate.
• Accuracy of reservation information.
• Review response rate.
• Listing quality and accuracy.
• Coordination with operations teams.
• Revenue and occupancy support.
• Number of unresolved guest issues.

8. Working Hours

• Full-time position.
• Shift-based working may be required depending on business requirements.
• Weekend and public-holiday availability may be required.
• Urgent guest communications may occasionally need to be handled outside regular working hours as per company policy.

9. Ideal Candidate

• Customer-focused, highly responsive, polite, and professional.
• Organized and detail-oriented.
• Comfortable communicating with international and domestic guests.
• Good at handling complaints.
• Strong in follow-up and coordination.
• Comfortable working in a fast-paced hospitality environment.
• Willing to take ownership of guest issues from start to resolution.

10. Additional Benefits

• Performance incentives
• Lunch Facility
• Health Insurance
• OTA/booking performance incentives, where applicable
• Attendance incentives
• Employee benefits as per company policy
• Training and development
• Career growth opportunities