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.