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.
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