Rizza M.

Rizza Q. is a seasoned Operations Specialist with nearly a decade in the travel and hospitality support industry, notably dedicating four years to Airbnb platform operations. As a Guest Experience Specialist, she has established a proven track record in managing complex reservations, billing, and guest-host resolutions, delivering impactful agent training. Based in Cebu City, she has facilitated onboarding and product mastery training programs, focusing on Airbnb system workflows and operational quality standards. Her role involved guiding floor agents through intricate Airbnb reservation policies, payout issues, and escalated disputes as a Subject Matter Expert. She has managed end-to-end guest and host support, ensuring clear written communication and handling booking cancellations, modifications, and billing queries with precision. Rizza also excelled in conducting 1-on-1 coaching sessions to enhance agent resolution accuracy and multi-system efficiency, supporting new agents with real-time assistance in a dynamic environment.