Guest Support & Admin Assistant

About the role

The Guest Support & Admin Assistant will be responsible for managing all guest communications and supporting the daily operations of short‑term rental properties. This remote position works on Brisbane business hours and requires coordination with cleaning and maintenance teams.

Key responsibilities

• Manage guest communication across Airbnb, Booking.com, VRBO, direct bookings and other channels, handling pre‑arrival, stay‑time and post‑stay interactions.
• Log and track property and maintenance issues, coordinate with cleaners, tradespeople and other service providers, and ensure timely resolution.
• Maintain accurate reservations, guest notes, tasks and issue records in the property‑management system (PMS) and follow established SOPs.
• Escalate safety concerns, major damages, refund requests and serious complaints with proper documentation.

Required profile

• Minimum 3 years experience in hospitality, hotel management, guest services or short‑term rental operations.
• Exceptional written and spoken English with strong communication skills.
• Ability to remain calm and professional when dealing with complaints or difficult guests.
• Strong organizational skills and capacity to work under same‑day operational pressure.
• 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 Airbnb, Booking.com and VRBO platforms.
• Ability to document and track issues in a property‑management system.