Airbnb Guest Support Specialist - PT - AU
Our Australian client is looking for a proactive and customer-focused Airbnb Guest Support Assistant to manage guest communications and support the day-to-day operations of their growing Airbnb portfolio.
This role will initially be part-time, with the opportunity to transition into a full-time position as the client's property portfolio continues to grow.
Working Hours
- Must be available to work Australian business hours, particularly during peak guest check-in hours (approximately 2:00 PM–6:00 PM AEST/AEDT).
- This role will initially be part-time, with a schedule based on operational requirements and booking activity.
- Working hours may vary depending on booking volume, peak periods, and business needs, including weekends and public holidays when required.
- As the client's Airbnb portfolio expands, the role is expected to increase in hours, with the opportunity to transition to a full-time position.
Key Responsibilities
- Respond promptly to Airbnb enquiries, booking requests, and guest messages.
- Communicate with prospective and current guests before, during, and after their stay.
- Request and verify required guest information and documentation in line with building and booking policies.
- Assist guests with enquiries, concerns, complaints, booking changes, and general support.
- Coordinate with property owners regarding guest updates, maintenance issues, and operational matters.
- Liaise with Airbnb Support to resolve booking issues, disputes, complaints, refunds, and other platform-related concerns.
- Deliver exceptional customer service and ensure a positive guest experience throughout the guest journey.
- Request guest reviews and respond to guest feedback when required.
- Prepare basic reports and complete other administrative tasks as needed.
Requirements
- Previous experience in customer service, hospitality, virtual assistance, or Airbnb support is highly preferred.
- Excellent written and verbal English communication skills.
- Strong customer service, problem-solving, and organisational skills.
- Ability to multitask and manage multiple guest conversations efficiently.
- Proficient in using Airbnb and standard business tools as needed (e.g., Google Workspace or Microsoft Office).
- Able to work independently with minimal supervision.
- Reliable internet connection and a suitable home office setup.
- Must be flexible to work Australian business hours, particularly during peak Airbnb guest check-in times (approximately 2:00 PM–6:00 PM AEST/AEDT). Working hours may vary depending on booking volume, peak periods, and the continued growth of the client's property portfolio.
