Guest communication involves multi-tasking and is time-consuming, but isn’t it the only way to get you more bookings for your Airbnb listings properties? And what be a better option than an Airbnb Virtual Assistant. Are you getting positive results from having a VA? If not then you probably don’t know the proper way how to use a virtual assistant for Airbnb guest communications.
By knowing from the beginning how to use a VA properly you can prepare the VA according to your need. There will be less mistakes, and each of your guest will leave with a happy smile.
Today, let’s talk about how effectively you can use an Airbnb VA.
First, You Define Their Responsibilities
You want your Airbnb VA to communicate with your guests before they arrive, or you want to delegate guest screening responsibilities to them. If you do not define the Airbnb guest communication responsibilities from the beginning, chances are your virtual helper will mess up everything. And a single mistake can hand over your guest to other properties.
Give the virtual assistant a list of their responsibilities means Standard Operating Procedures (SOPs). Common responsibilities of Airbnb VA are,
- Providing welcome pack.
- Manage reservation.
- Guest screening.
- Monitor the check-in and check-out process
- Manage refund requests and cancellations.
- Create and update the digital guest manual and other documents.
- Comply with local laws and regulations related to short-term rentals.
They may have past experience handling some of your listed responsibilities or may need to learn new ones. In that case, you need to train them yourself.
Training Your Airbnb Virtual Assistant
After briefing your virtual Airbnb assistant, you will know about their area of expertise. Now, it is your responsibility to train them to use your Airbnb virtual assistant properly for guest communication.
This training process may seem a hassle to you. But this gives you a chance to prepare the VA how you want them to handle your guests. You know your guest well and know their needs. So you can better train the Airbnb VA.
Train your Airbnb VA about new Airbnb features, & real-estate industry trends. Guide them through your guest preferences, protocols, house rules and others.
Guide Them Using Tools and Software
Virtual assistants are skilled in using technology software like channel managers, pricing strategy, monitoring tools (CCTV), & smart home appliances to manage their tasks. Still, guide them about different communication & Airbnb tools so, later, there will be no room for mistakes.
Airbnb phone app, or the site, lets your VA become familiar with the platform properly and know the ins & outs. There are Airbnb saved messages, templates & scheduled messages options are also available, which will make their work easier.
Secondly, property management systems (PMS) & channel managers are the most beneficial in managing guest communication. Your VA will be able to manage all the guests using one central software and respond quickly. If there is any important meeting, Google calendar or other scheduling tools can help, so you can introduce them to your VA too.
While guiding the VA using communication tools, you can ask them to use What’s App Business Account, Discord, or Skype Google Meet. Most guests feel comfortable using these common apps.
Another important tool is translation tools. Airbnb rental business your guests are not confined within one country, indeed. And it is also not possible for the VA to learn all the languages. The best is they use translation tools.
Apart from the mentioned tools, there are several software available that you may personally prefer. Help your Airbnb VA to get used to that software too.
Communication Management
When you hire an Airbnb VA to manage your guests, communication management is the core responsibility the VA needs to handle.
You need to make sure your VA communicates with the guests prior to their booking, confirms the booking, and communicates with them during their departure. Ultimately, this is why you need a virtual assistant.
You may include the communication managing tasks in the SOP or give another brief. You can ask them to send warm welcome messages when they arrive. Give them guidance about house manuals and rules. Picking up calls during their stay resolves their issues, and so on.
The most important for handling guests is to very kind, maintaining a soft & friendly voice with being strictly responsible, so instruct your VA accordingly.
Handling Common Guest Inquiries And Issues
When an Airbnb guest browse and end up with selecting a listing, they ask several questions. Also, guest management starts before receiving bookings. Using your airbnb virtual assistant for guest communication, you can handles these inquiries and issues smartly.
The guest may ask about the location precisely, about the facilities, pricing and even discounts. In the training session, teach your VA how to answer all the questions. Even if the guest is not behaving well, the Airbnb assistant needs to be calm and maintain a sweet tone.
Sometimes, the VA needs to be assertive to handle the complaints. Otherwise, some guests will claim a refund where you have no discredit on your property.
Managing Check-In/Check-Out Procedures Smoothly
Many guests prefer self-check-ins and do not want others involvements in the process. Others may want someone to guide them physically for a smooth check-in. Inform your virtual assistant about both type of guests and how to tackle them.
In the beginning, make sure your VA know the directions about the booked property and can guide the guest. They can contact you or make a document by themselves.
When it is time to check-out the virtual assistant can send a reminder, and also mention it in the check-in time. A short, sweet message about the departure time will not make the Airbnb guest disturbed and alert them.
Ensuring Prompt Responses And Maintaining Availability
Being available in key moments and responding to any inquiries instantly is the key of high guest satisfaction. So, the virtual assistant should adapt these to effectively communicate with Airbnb guests.
The key moments when the VA needs to be available are,
- Booking inquiries or requests within 24 hours, but the best time is within one hour.
- Booking confirmation by sending a “thanks for booking” message.
- Arrival reminder and sending check-in instructions.
- During guest’s stay, communicate with guests if they need anything.
- Send precise reminder notes about checking out and thank you messages.
In the beginning, you can monitor whether the VA is maintaining availability and responding in a timely manner. Then, make sure you know the Airbnb VA is on track.
Finding the Right Airbnb Virtual Assistant
You are making every possible effort to use a virtual assistant for communicating with the Airbnb guests but are not getting good results. The virtual assistant may not know about Airbnb well, which can turn into a huge disappointment and waste of your time. This is why it is important you find the right Airbnb virtual assistant, where your trusted partner can be HVA.
In HVA we have expert and experienced team of virtual assistants in specific in Airbnb Service, that makes us one of the best virtual assistant service provider. With us you can save time and put your effort on right VA.
