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 skilled.
- 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

📌 Airbnb Support Specialist (Bengaluru)
🏢 ANI Living Spaces
📍 Bengaluru