Onboarding Coordinator (Airbnb & Operations)

Working Hours: 3:00 PM – 11:00 PM (South African Time)

Role Overview

The Onboarding Coordinator is responsible for managing the end-to-end guest onboarding experience across Airbnb and related short-term rental operations. This role ensures seamless guest communication, operational coordination, and service excellence from pre-arrival through to check-out. The coordinator acts as the central point between guests, cleaning teams, maintenance, and internal operations to deliver a high-quality, luxury guest experience.

Core Responsibilities

Airbnb Guest Experience & Communications

• Own the Airbnb after-sales process once bookings are confirmed by the sales team
• Manage all inbound Airbnb customer service messages in a timely and professional manner
• Deliver a consistent, high-quality guest experience from first contact to post check-out
• Act as move-in coordinator, providing access instructions and onboarding support
• Conduct regular guest check-ins via phone and Airbnb messaging
• Prioritise and triage Airbnb messages based on urgency and impact
• Maintain Airbnb CRM/database with accurate move-in and move-out details
• Coordinate and compile guest reviews after each stay in collaboration with cleaning teams
• Address guest-related issues such as damages or violations using cleaner reports, notes, and photos

Maintenance & Landlord Coordination

• Communicate with maintenance and landlord teams regarding repair requests
• Provide guests with timely updates on maintenance progress
• Track outstanding maintenance issues and ensure resolution follow-up
• Coordinate between operations, leasing, and finance teams as required

Cleaning Operations Support

• Support ongoing development and refinement of cleaning operations systems
• Coordinate with Operations team on all cleaning schedules (turnovers, common areas, etc.)
• Monitor cleaning completion status and flag missed or incomplete tasks
• Maintain accurate cleaning logs and operational reports
• Create and upload operational reports as required

Operations Support

• Work closely with the Operations team to support day-to-day requirements
• Provide high-level, luxury concierge service to guests
• Escalate urgent or sensitive issues to the Director of Operations
• Assist with delinquency tracking and resolution support when required

Required Skills & Competencies

• Strong phone communication and interpersonal skills
• Excellent customer service and guest experience mindset
• Ability to de-escalate issues and handle difficult conversations professionally
• Ability to identify upselling opportunities where appropriate
• Strong organisational and multitasking abilities
• High attention to detail and follow-through
• Ability to work across multiple departments and manage competing priorities

Technical Requirements

• Reliable high-speed internet connection
• Comfortable using CRM and helpdesk platforms
• Proficient in basic spreadsheet tools (Excel / Google Sheets)

Nice to Have

• Experience in Airbnb hosting, short-term rentals, or guest communications
• Familiarity with Zoho Desk, Zoho CRM, or similar systems
• Experience using Slack or team communication platforms
• Background in property management, co-living, or residential operations
• Experience in cleaning coordination or vendor management
• Bilingual ability (Spanish is a strong advantage)

Key Outcomes of the Role

• Seamless guest onboarding experience from booking to departure
• Fast and effective resolution of guest issues
• Well-coordinated cleaning and maintenance operations
• Accurate and up-to-date operational records and reporting
• High guest satisfaction and strong review performance