(Contractor) Airbnb for Work Coordinator, Japan

  • Airbnb
  • Tokyo, Japan
  • Jan 16, 2020

Job Description

Job Summary:

Founded in August of 2008 and based in San Francisco, California, Airbnb is a trusted community marketplace for people to list, discover and book unique accommodations around the world. Whether an apartment for a night, a castle for a week, or a villa for a month, Airbnb connects people to unique travel experiences, at any price point, in more than 34,000 cities and over 190 countries. 

Japan is one of our most popular destinations in the world, and our Tokyo team is steadily growing to support the tide. They are a polite and intellectual (but still always fun!) bunch with a keen understanding of our business and the market, and consistently help to make our employees’ and community’s experiences with them magical!

Airbnb for Work helps companies create belonging at work with options that strengthen teams ways that is true to their culture. Since launching ‘Airbnb for Business’ in 2014 to make it easier to travel for work without sacrificing the comforts of home, more than 400,000 companies around the world are directly engaged with Airbnb to help manage their travel. In addition to business travel, Airbnb now offers other team-building, offsites and meetings and relocation options to help companies attract, retain and motivate employees.

Airbnb is seeking a high performing contractor for a 6-8 months period who has the passion for guest hospitality, well organized and has a knack to problem-solve . We are looking for a self starter who is able to make a great contribution to the Airbnb for Work division. Candidates should have strong customer service skills, a proven track record in excelling under pressure, an entrepreneurial spirit, and a passion for understanding and meeting corporate travelers’ needs.

There are a total of 2 roles available. This is a contract position for a period of 6-8 months.

In this role, you will be employed by a third party agency and will not be eligible for Airbnb employee benefits.

 

Responsibilities: 

  • To deliver exceptional customer service to ensure the guests have the best experience each time they contact you

  • You are the main point of contact for our  business travel guests that are staying at Airbnb properties

  • You will handle a high volume of calls or email requests from these VIP travelers

  • You will use your knowledge, contacts and know-how to deal with interesting and often complex requests

  • You will primarily be dealing in the following areas: 

    • Coordinate Guests, Hosts and internal Airbnb for Work teams, to ensure a smooth check-in and check-out process

    • Fulfill on-the-ground services requests, e.g. coordinating cleaning and maintenance services offered by Hosts and Partners

    • Be the main point of escalation for any customer support issues that arise during the stay working with multiple internal Airbnb teams

 

Requirements: 

  • Must be willing to commit to the entire period of the contract

  • Min. 3 years working experience in a field related to this role, i.e. event coordination, travel concierge and/or customer support

  • Passion for delivering a magical experience to the customer under pressure

  • Prior operations experience managing and optimising business processes

  • Ability to manage complex tasks and multi-task with excellent organisation skills

  • Pays attention to both details and macro-level outcomes    

  • Comfortable with Excel, Google Docs and other technology solutions for driving sales

  • Comfortable with proposing and executing workflow and processes

  • Strong internal and external communicator with strong interpersonal skills

  • Comfortable with fast-paced environment and adaptable to changes (startup experience a plus)

  • Can do attitude, strategic thinker and passion for new products and solutions

 

“The will to win, the desire to succeed, the urge to reach your full potential…. These are the keys that will unlock the door to your personal excellence” – Confucius

Apply now