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We are looking for a highly organized and customer-focused Guest Support & Admin Assistant to manage guest communication and support the day-to-day operations of short-term rental properties.

Location: Remote

Working Hours: 9:00 AM – 6:00 PM (Brisbane Time Zone)

Responsibilities of the Candidate

Guest Support

- Manage guest communication across Airbnb, Booking.com, VRBO, direct bookings, and other relevant channels.
- Handle pre-arrival, during-stay, and post-stay communication.
- Assist guests with access issues, special requests, complaints, noise concerns, and cleaning-related issues.
- Provide prompt, qualified, and accurate responses to guest inquiries.
- Escalate safety issues, major property damage, refund requests, and serious complaints with clear documentation.

Maintenance Coordination

- Log and track property and maintenance issues in the property-management system.
- Coordinate with cleaners, maintenance teams, tradespeople, and other service providers.
- Communicate the issue, location, priority, and required action clearly.
- Follow up until maintenance issues are resolved.
- Keep guests and relevant internal stakeholders updated on progress.
- Maintain accurate property-status information and operational notes.

Administration

- Maintain accurate reservations, guest notes, tasks, and issue records in the PMS.




- Complete routine administrative tasks assigned by the operations lead.
- Follow established SOPs and operational procedures.
- Identify missing information, potential risks, and unresolved issues early.
- Maintain accurate and organized records across day-to-day operations.

Requirements:

- Minimum 3 years of experience in hospitality, hotel management, guest services, short-term rental operations, or a closely related role.
- Exceptional written and spoken English.
- Strong experience communicating directly with guests or customers.
- Ability to remain calm and skilled when dealing with complaints or difficult guests.
- Strong organizational skills and ability to work under same-day operational pressure.
- Experience using Guesty or a similar PMS is strongly preferred.
- Previous experience supporting Airbnb or other short-term rental platforms is a major advantage.
- Comfortable working independently in a remote environment.
- Reliable internet connection and suitable home-working setup.
- Ability to work within the Brisbane time zone and maintain weekend availability.

To Apply: Please send your updated CV and the required application materials to [email protected]. Qualified candidates will be contacted for the next stage of the recruitment process.

📌 Guest Support & Admin Assistant (Australia)
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