Notes before application:

• This is an independent contractor role - client based
• Salary posted is all in between AUD1,000 -1,300/month

Hiring Company Summary:

Smart Suites manages a collection of over 100 rooms for short-term vacation rentals across the lively locales of Rocklea, Sunnybank, Acacia Ridge, and Kuraby, Queensland. Guided by our core values of Customer Obsession, Accountability, Curiosity, Efficiency, and Teamwork (CACHET), we are committed to delivering exceptional hospitality experiences. At Smart Suites, we ensure every guest's stay is not only clean and comfortable but also infused with personalized excellence that leaves a lasting impression

Position Summary:

This hybrid role will evolve over time, starting with a focus on listing management for the first 4-6 months while providing flexibility to assist with Guest Experience Associate (GEA) responsibilities as needed. After this period, the role will transition to a full-time GEA position, with listing management shifting to occasional listings set-up, updates, and maintenance.

Responsibility Matrix:

1. First 4-6 months - Listings Management Responsibility 80%, Guest Experience Associate & Data Entry Responsibility 20%*
2. Succeeding months - Guest Experience Associate & Data Entry Responsibility 80%, Listings Management Responsibility 20%

*unless there are major initiatives for listings management such as new OTA implementation

1. Listing Management and Optimization (First 4-6 Months)

• Publish, manage, and update property listings on Airbnb, Booking.com, VRBO, Expedia, the company website and other future Online Travel Agencies (OTAs).
• Ensure all listings reflect current pricing, seasonal changes, promotions, and amenities.
• Optimize property descriptions and visuals to attract potential guests and maximize bookings.
• Organize and maintain high-quality property photos, highlighting unique features for increased visibility.
• Collaborate with the operations team to ensure consistency in descriptions and resolve listing-related inquiries.
• Conduct data scrubbing projects and generate reports to track listing performance, occupancy rates, and booking trends.

2. Support Guest Relations and Experience (As Needed During First 4-6 Months)

• Assist in responding to guest inquiries, concerns, and requests to provide a seamless and positive experience.
• Support guest communications across booking platforms, ensuring timely and professional responses.
• Assist with resolving guest issues and escalating complex matters when needed.
• Maintain accurate records of guest interactions, special requests, and feedback in the property management system.

3. Guest Relations and Experience (Primary Focus After 4-6 Months)

• Manage guest communications across platforms, ensuring excellent service and timely responses.
• Resolve guest issues, escalating complex concerns when necessary.
• Track and follow up on guest reviews, assist with damage claims, and ensure a seamless guest experience.
• Coordinate with the logistics team to ensure inventory and consumables are well-stocked and guest-ready.

4. Listing Maintenance (Ongoing After 4-6 Months)

• Perform occasional updates to property listings to reflect changes in pricing, amenities, and seasonal adjustments.
• Ensure all listings remain accurate and optimized for performance.
• Setting up new listings on all OTAs
• Implementation of major projects as needed

5. Data Entry and Administrative Support

• Input and maintain accurate property, guest, and booking data across platforms.
• Update systems with reservation details and guest preferences.
• Provide general administrative support, including scheduling, documentation, and email communications.
• Support operational tasks as assigned to contribute to team efficiency.

Skills & Qualifications:

• Experience: 34 years in listing management, data entry, or guest experience within hospitality, real estate, or property management.
• Technical Skills: Proficiency in booking and property management systems like Airbnb, Booking.com, and VRBO. Strong Microsoft Office Suite skills, especially in Excel and Outlook. Familiarity with Property Management Systems (PMS) is a plus.
• Attention to Detail: Exceptional accuracy and ability to manage data efficiently.
• Organizational Skills: Strong multitasking abilities to handle multiple listings and guest-related tasks.
• Communication: Excellent verbal and written skills to coordinate with internal teams and guests.
• Customer Service Experience: Prior experience in customer service or hospitality is preferred.
• Adaptability: Flexibility to manage shifting responsibilities and thrive in a fast-paced environment.