Guest Support & Admin Assistant

About the role

We are seeking a highly organized, customer‑focused Guest Support & Admin Assistant to handle guest communications and support the day‑to‑day operations of short‑term rental properties. The role is fully remote and works on Brisbane business hours.

Key responsibilities

• Manage guest communication across Airbnb, Booking.com, VRBO, direct bookings and other channels, covering pre‑arrival, stay and post‑stay phases.
• Address guest access issues, special requests, complaints, noise concerns and cleaning‑related problems, escalating safety or major damage cases with proper documentation.
• Log and track property and maintenance issues in the property‑management system, coordinating with cleaners, maintenance teams and tradespeople.
• Maintain accurate reservation records, guest notes and task logs in the PMS, following established SOPs.
• Provide timely updates to guests and internal stakeholders until issues are resolved.

Required profile

• Minimum three years of experience in hospitality, hotel management, guest services or short‑term rental operations.
• Excellent written and spoken English with strong customer‑service communication skills.
• Ability to stay calm and professional when handling complaints or difficult guests.
• Reliable internet connection, suitable home‑working setup and availability to work within Brisbane time zone, including weekends.

Required skills

• Experience using Guesty or a similar property management system (PMS).
• Familiarity with short‑term rental platforms such as Airbnb, Booking.com and VRBO.