Nwosu Adaeze Zita

NWOSU ADAEZE ZITA GUEST SUPPORT AND COMMUNICATION SPECIALIST An experienced Guest Communication Support Specialist with a strong background in short-term rentals. I help hosts provide a smooth and positive experience for their guests by handling inquiries, check-ins, troubleshooting issues, and maintaining clear, friendly communication throughout each stay. I’m detail-oriented, responsive, and genuinely care about guest satisfaction, which has helped the properties I support earn great reviews and repeat bookings. CORE TOOLS •​ •​ •​ •​ •​ •​ •​ •​ •​ •​ •​ •​ MS Suite Google Suite Zapier | Slack | Airtable | N8N HubSpot | Intercom Monday.com| Trello Zendesk | Freshdesk Zoom | Loom | PickTime Airbnb| Guesty|Hospitble| Lodgify |VRBO Price-lab|Schlage|Airdna Ownerez/ Hostaway/ WhatsApp Canva PROFESSIONAL EXPERIENCES CORE SKILLS •​ •​ •​ •​ •​ •​ •​ •​ Data Entry •​ Live Chat Support •​ Customer Support •​ Team Collaboration Training & Onboarding •​ Property Management •​ •​ Excellent •​ Communication Knowledge of Hospitality •​ Etiquette Problem-Solving ​ Technical Support Open-mindedness Attention to details Task Management Email Management Appointment Scheduling Conflict Resolution Operations coordinator for Holiday homes / Cleaning coordinator (Remote)​ Getaway homes, U.S.A | 2024 ●​ Coordinated remote cleaning and made sure to supervise and check all before and after photos just to make sure that the unit is properly cleaned. ●​ Update all dashboard to keep track of linens, amenities and other supplies. ●​ Handled emergency situations, such as last-minute maintenance needs, by promptly coordinating with service providers Guest communication expert (Remote/Contract)​ Teehomes, imo state , Nigeria|- ●​ Handled all virtual guest inquiries, booking confirmations, and pre-arrival messages across platforms (Airbnb, VRBO, direct bookings). ●​ Liaised with cleaners and maintenance teams to ensure timely property turnover and readiness for guests. ●​ Provided 24/7 support via chat, email, and phone, ensuring quick resolution of issues to enhance guest satisfaction. ●​ Used tools like Hospitable and Slack for streamlined communication and task tracking. ●​ Resolved guest complaints with professionalism and empathy, contributing to consistently high review scores. Virtual Assistant – Property Management Support - HavenEdge Property Solutions - 2024 -2025 (Remote). ●​ streamlined administrative tasks, coordinated with vendors and maintenance team, and assisting the property manager in ensuring smooth operations across all units. ●​ Handled guest communications, managed bookings through platforms like Airbnb and VRBO, scheduled cleanings, tracked maintenance issues, and updated listings and pricing in property management systems like OwnerRez and Hostaway. ●​ Assisted with onboarding new properties and updating internal databases. Guest Support & Communication Specialist - HavenStays Rentals London , December 2024 - September 2025 ●​ Served as the first point of contact for guests across multiple short-term rental properties. ●​ Handled pre-booking inquiries, check-in support, and ongoing guest communication to ensure a smooth and enjoyable stay from start to finish. ●​ Managed all guest messages with warmth and professionalism, resolved issues promptly (such as last-minute cleaning needs or access troubles), and coordinated with internal teams to deliver timely support. ●​ Used tools like Airbnb, VRBO, and automated messaging systems to streamline communications and maintain a high response rate. Virtual assistant/Community support manager​ CEFA, Nigeria| 2022 – 2023 ●​ Helped plan and coordinate virtual events, training sessions, and outreach programs. ●​ Provided administrative support, including calendar management, email correspondence, and document preparation. ●​ Managed online community engagement through social platforms, WhatsApp groups, and email. ●​ Helped plan and coordinate virtual events and training sessions. General researcher/Virtual assistant​ Black gem production- U.S.A | 2022 – 2023 ●​ Planned detailed travel itineraries and coordinated logistics for shoots, meetings, and events. ●​ Conducted in-depth research on music history, cultural themes, and visual storytelling for content development.​ ●​ Collected, organized, and summarized data to support scriptwriting, production planning, and creative direction. KEY ACHIEVEMENTS ●​ Maintained a 4.9+ average guest rating by providing prompt, friendly, and solutions-focused communication across multiple platforms. ●​ Increased positive guest reviews by 20% through proactive issue resolution and exceptional service. ●​ Strengthened community engagement by increasing response time and participation in virtual programs, leading to a 40% improvement in communication flow. ●​ Delivered well-researched content and travel itineraries that directly supported successful on-time production and creative output, earning positive team feedback. ●​ Optimized property listings, leading to a 10% increase in bookings. EDUCATION BSc Radiography – 2022 University of Calabar, Cross Rivers state , Nigeria Professional Profile https://www.upwork.com/freelancers/~01ed341b-b3 TRAINING & CERTIFICATIONS Coach Esther Freelancing Academy | IT Support Tools ALX-Africa | Virtual Assistance Training Digital Hospitality Hub | Airbnb and Property Management Koka Academy | Automations training (Zapier, Airtable, make.com, Monday and n8n)