Short-Term Rental Manager and Concierge
A salaried Good-ID employee applies this skill within our “Customer service & administration” unit — customer relations, multilingual support, data entry and back-office — under the supervision of our project managers. The service benefits from 16 years of professional experience and is delivered in French (C1) and English (C1). Performed remotely under a service contract with Good-ID Sàrl, the employee's employer and the party responsible for the work delivered.
Role and background
As a leader in short-term rental management and partner relations within demanding BPO environments, I optimize the operation of property portfolios on Airbnb and Booking. From dynamic pricing to coordinating on-site teams, I ensure the entire booking cycle runs smoothly and resolve disputes promptly. My background combines operational rigor, expertise in multichannel support, and a keen sense of customer satisfaction. Ready to hit the ground running, I provide European companies with seamless, proactive, and value-driven management.
Professional Experience
Rental Property Manager and Customer Service Representative
Since January 2019 • Business Process Outsourcing (BPO) Company – Madagascar
Oversees the operational and commercial management of a portfolio of properties for short-term and medium-term rentals, from creating optimized listings to dynamically adjusting rates and availability to maximize occupancy rates. Manages the entire booking cycle, including contract tracking, rigorous processing of security deposits, and converting leads into bookings. Coordinates multichannel communications with travelers, property owners, and partners, ensuring seamless support before, during, and after the stay. Oversees incident resolution, support ticket handling, and dispute management in close collaboration with on-site teams, thereby ensuring optimal service quality and customer loyalty.
Customer Support Specialist
January 2016–December 2019 • Business Process Outsourcing (BPO) Company – Madagascar
Managed all aspects of multichannel customer relations and administrative support for various international accounts. Efficiently managed reservations, order processing, and business calendars with meticulous appointment scheduling. Conducted targeted prospecting initiatives to expand the business portfolio of partner clients. Proactively managed social media communities to strengthen engagement and online visibility. Produced accurate transcripts and translations to ensure smooth, high-quality communication. This versatile support helped optimize daily operational processes and ensure consistent client satisfaction.
Call Center Agent
January 2011–December 2016 • Business Process Outsourcing (BPO) Company – Madagascar
Comprehensive handling of incoming and outgoing calls to ensure first-rate customer service and respond promptly to support requests. Rigorous management of reservation processes, ensuring the accuracy of recorded data and customer satisfaction. Efficiently performed related back-office tasks, including administrative follow-up on cases, updating information, and handling routine inquiries. Actively contributed to maintaining high-quality customer relationships through professional communication and the smooth handling of daily operations.
Skills
Hard Skills: Short-term rental management (LCD), OTA & Channel Manager (Airbnb, Booking), Yield Management & Dynamic Pricing, Multi-channel Customer Support & Ticketing, Dispute Resolution & Back-office
Soft Skills: Strong customer service orientation, Responsiveness & Emergency Management, Attention to Detail & Multitasking, Interpersonal Skills & Negotiation, Operational Autonomy
Strengths: Solid experience in virtual assistance and remote concierge services; Proven track record in coordinating on-site teams and managing remote customer relations
Degrees and Training
Master’s Degree in Diplomatic Interpreting
2006–2010 • Engineering School of Tourism, Informatics, Interpreting, and Management (ESTIIM’)
67 ha - Antananarivo
At a glance
- Field of expertise
- Customer service & administration
- Experience
- 16 years of experience
- Working languages
- Tools and software in use
- Markets covered
Outsource work in this field
Describe what you need: we build the team, we supervise it, and we answer for the work delivered. Good-ID remains the employer and your single point of contract.
Related skills in this field
Other know-how practised by our salaried employees within our “Customer service & administration” expertise, supervised by Good-ID in the same way.
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- Customer Service Representative and BPO Back-Office ManagerFrench C1 · English B2 · Ref. 20272
- Automotive Pricing Data ManagerFrench B2 · English B2 · Ref. 20007
- Quality and Training Manager, BPO InternationalFrench C1 · English C1 · Ref. 20145
Anonymised record: no name, no contact details and no data allowing the person to be identified are published. Published for commercial purposes under the responsibility of Good-ID Sàrl, Geneva.