STR Case Management Specialist | Airbnb Support | Guest Escalations | 10+ Years in Hospitality

I help short term rental businesses improve case management, guest experience, operational quality, and workflow organization to support smoother operations and consistent 5 star guest experiences.

With over 3 years of hands on experience in short term rental operations and more than 10 years of hospitality experience, including hospitality leadership and Front Office Management, I specialize in guest case management, Airbnb Support, guest escalations, service recovery, operational issue resolution, quality control, and workflow coordination.

I have experience supporting multi property STR operations across a portfolio of more than 200 units, handling guest related cases, operational follow through, quality monitoring, and coordination between internal teams, local teams, vendors, and platform support.

STR Case Management and Airbnb Support Experience

My experience includes managing and coordinating a wide range of guest and platform related cases, including:

Airbnb Support cases involving guest complaints, listing issues, claims, and document requests
Reviewing Airbnb Support responses and routing claim related cases for timely follow up
Coordinating document requests and tracking required information through completion
Managing guest escalations and supporting case resolution
Auditing guest communication to ensure concerns are actually resolved, not simply answered
Identifying unresolved guest issues before they escalate into complaints or negative reviews
Following cases through to resolution and ensuring appropriate operational action is taken
Managing tourist tax cases, including escalation and write off decisions
Reviewing cleaning related guest complaints and determining appropriate chargebacks
Supporting refund decisions and service recovery based on the severity and impact of guest issues
Quality Management and Operational Analysis

I also have experience using guest cases, reviews, refunds, chargebacks, and operational issues to identify recurring problems and improve processes.

This includes:

Reviewing cleaning quality and property readiness
Monitoring guest feedback and negative reviews
Identifying recurring service, cleaning, maintenance, and operational issues
Investigating the root causes behind guest complaints
Tracking refunds, chargebacks, and claims by category and location
Using operational data to identify recurring issues and potential financial losses
Improving follow up processes and operational accountability
Developing dashboards and systems that improve visibility across daily operations
STR Operations Experience

My broader short term rental operations experience includes:

Guest communication and service recovery
Case management and escalation handling
Airbnb Support and platform related issue coordination
Claims and documentation coordination
Workflow organization and accountability tracking
Dashboard monitoring and operational visibility
Cleaner and vendor coordination
Maintenance follow up and operational support
Review and reputation management
Quality control and guest readiness checks
SOP development and process improvement
Airbnb Host Experience

I also manage my own Airbnb property, giving me direct experience from the host perspective with:

Guest communication and support
Booking and calendar management
Review management
Guest recovery and service recovery
Guest complaints and issue resolution
Day to day property coordination
Systems and Tools
Airbnb, -----------, and VRBO
Hostfully, Guesty, Hostaway, and Lodgify
Revyoos
ClickUp
Turno and TurnoverBnB
PriceLabs
Slack, WhatsApp, and Dialpad
Google Workspace
Operational dashboards and reporting systems
Hospitality Background

Before moving into short term rental operations, I spent more than 10 years in the hospitality industry, including leadership and Front Office Management experience.

My background includes guest relations, service recovery, escalations, operational control, team coordination, and handling complex guest situations in fast paced hospitality environments.

This hospitality foundation allows me to approach STR operations with a strong understanding of guest expectations, service recovery, and the importance of resolving issues before they affect the overall guest experience.

What I Bring
STR case management and operational ownership
Airbnb Support and platform case experience
Guest escalation and service recovery expertise
Strong follow through and case coordination
Quality control and root cause analysis
Experience identifying recurring operational issues
Workflow organization and accountability
Data driven reporting and operational visibility
Multi property STR operations experience
More than 10 years of hospitality and guest experience expertise
A strong focus on preventing recurring issues, not just resolving individual cases

If you need someone who can support Airbnb cases, guest escalations, quality management, operational follow through, and workflow improvement while bringing a strong hospitality and guest experience background, I would be happy to help.