Guest Experience Member

This is a Full Time, Contract & Remote role.

The Guest Experience member will support the operations of our property management business based in Australia. The ideal candidate is a great communicator, detail-oriented, experienced in handling queries and providing exceptional guest experience, and familiar with Airbnb, VRBO, Booking.com, Hostaway, Breezeway, Airtasker, Trello, Superhog etc. This role requires a combination of customer service skills and property management expertise to maximize guest satisfaction and property revenue.

Responsibilities:
1. Act as a primary point of contact for guests, responding to inquiries, booking requests and resolving any issues during their stay.
2. Ensure guests have a seamless and positive experience by providing timely and helpful resolution to issues.
3. Quickly address inquiries via email, phone and chat.
4. Escalate pressing concerns to Team Lead on time.
5. Proper documentation of issues on Trello and Breezeway.
6. Task management: Approving cleaner’s pay, bin management, claims processing, reviews responses and disputes, conducting feedback calls etc.

At least 3 years of experience in short-term property management
Proficiency in booking platforms such as Airbnb, VRBO, Booking.com.
Familiarity with Hostaway, Breezeway, Trello, Superhog.
Experience handling complex and time-sensitive guest and client experience issues
Superior communication skills.
Embrace a “We’ll get it done” attitude”

You will be working 5 days a week on a rostering schedule. It’s an 9 hours work shift.