SUMMARY:
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POSITION INFO:
Key Responsibilities Guest Experience & Communication Manage all guest communication across the booking lifecycle (pre-arrival, check-in, during stay, and check-out) Provide clear, timely, and professional responses to guest queries Coordinate smooth check-in and check-out processes Booking & System Management Maintain Hostaway calendar and reservation accuracy, including: Monitoring new bookings, amendments, cancellations, and gaps Flagging inconsistencies or risks to the team Manage guest access and verification workflows: My Estate Life code generation SuperSight follow-ups Operations Coordination Coordinate guest requests with internal operations and cleaning teams Monitor visitor access and ensure compliance with estate\/property rules Support and coordinate upsell opportunities through established processes Issue Logging & Escalation Accurately log all incidents and maintenance issues via Asana, including: Photos and supporting evidence Unit and booking references Guest impact and urgency levels Escalate all non-routine guest issues, complaints, or damage-related matters to the relevant team After-Hours Support Participate in the on-call rota to: Respond to urgent guest queries Flag booking changes that may impact cleaning or operations Ensure continuity of service outside standard hours Skills & Experience Required Experience Entry to mid-level experience in: Hospitality Short-term rentals Property or guest services environments Exposure to property management or booking platforms advantageous (e.g. Hostaway or similar) Technical Skills Comfortable using: Property Management Systems (PMS) WhatsApp and digital communication tools Task management platforms (e.g. Asana) Strong administrative and coordination capability Core Competencies Strong communication and interpersonal skills High attention to detail and accuracy Ability to remain calm and solution-focused under pressure Strong organisational and time management ability Process-driven with consistent follow-through Proactive problem-solving mindset Behavioural Fit The ideal candidate will: Be highly reliable and accountable Take ownership of the guest experience end-to-end Communicate clearly and professionally Anticipate issues before they arise Thrive in a fast-paced, detail-driven environment Why Join This Opportunity? This is an exciting opportunity to join a growing short-term rental business where you will play a key role in shaping the guest experience and operational excellence of the portfolio. If you enjoy working with people, managing moving parts, and delivering high-quality service, this role offers strong exposure and growth within the hospitality and property space. Working Hours Monday – Friday: 08:00 – 17:00 After-hours: On-call rota (1 week on \/ 1 week off, Monday – Sunday) Includes weekend support for urgent guest matters One weekday off in lieu of weekends worked After-hours primarily focused on emergency support
