Host Account Executive
HouseTrip.com is an award-winning startup that’s making hotels history. We’re Europe’s largest holiday apartment booking website, and we’re growing like crazy. Our clever guests have realised that for the price of a tiny, soulless hotel room they can have an entire house, or apartment, or castle, or boat... We give them over 85,000 choices in hundreds of destinations across the world, many with unbiased reviews from previous guests – and the list is growing every day. Our guests love that a HouseTrip is an authentic trip, allowing them to live like the locals do. They can shop for produce at the markets and whip up a feast in their very own kitchen, or even put a load of washing on.They use their credit card to pay online using our secure system, just like they would a hotel room, and they never have to worry about phantom lettings. It’s a revolution!
As Host Account Executive you will be responsible for hosts account management. You will be the first person of contact for our hosts and agencies when they have questions regarding their HouseTrip account, their property profiles or any other question or complaint they might have related to HouseTrip. You will have under your responsibility specific assigned accounts (e.g. hosts with more than 50 properties or that generate significant revenue for HouseTrip), although you will also have to follow up and manage smaller accounts to ensure HouseTrip encompasses as many quality properties as possible to maximize search results and booking conversion rate.
You will also be responsible for following-up on the activity and commitment of our hosts – that is, making sure new hosts know how to use the website and existing hosts know how to take the most advantage out of our online platform.
On what concerns internal organization, you will need to coordinate together with these other teams the following issues:
- Protected content Team: agree on hosts’ payment plan (e.g. late payment issues, negotiating specific dates for Hosts to be paid, etc.)
- Protected content Care Team: follow up and taking action on booking issues deriving from bad host behavior
- Protected content Management Team: getting technical integration for key accounts and reporting bugs
- Protected content Control: follow up booking issues deriving from incorrect details on property profiles and amend them
- Create and ensure a fruitful relationship with hosts and agencies
You will have to develop a relationship with hosts, being their person of contact and ensuring they have all relevant information to use the website. You will need to assist them in managing their account, be able to answer their questions on the website, as well as to solve their complaints and keep them committed to HouseTrip host community.
- Improve hosts’ KPI (Key Performance Indicators)
You will monitor closely the hosts’ performance, particularly reply and positive answer rates, booking conversion rates, price fluctuation, etc. You will follow-up on hosts with low statistics and take actions when necessary in order to improve the overall statistics.
- Upsell host accounts
Give tips and help hosts on how to improve their property profiles and booking conversion rate. Follow-up hosts professional activity and instigate them to add more properties, convincing them of the advantages of having their entire property portfolio on our website. Propose improving partnership technical and organizational conditions to optimize revenue and that will get hosts more committed to HouseTrip trusted community: offer better payment plans, technical integration, etc.
- Monitor and control irregular host behavior
Detect scammers and users that are trying to bypass our platform in order to book directly with guests. Detect situations of misleading property advertising (low rental fees, hidden additional fees, etc.). Create and suggest processes to minimize scammer registration and its’ impact into HouseTrip operation. Follow-up on bad reviews left by guests on hosts’ property profiles. Take adequate action to prevent and stop that behavior and convert hosts to our transparent and fair booking policy.
- Promote good hosts
Propose, develop and engage in promotional actions and services towards good hosts.
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Strict skill: Native Spanish Speaker