Guest Support & Admin Assistant

About the role

We are seeking a highly organized, customer‑focused Guest Support & Admin Assistant to handle guest communications and support daily operations for short‑term rental properties. The role is fully remote, working within Brisbane business hours, and involves coordinating with cleaning and maintenance teams to ensure smooth guest experiences.

Key responsibilities

• Manage guest communication across Airbnb, Booking.com, VRBO, direct bookings and other channels, handling pre‑arrival, stay‑time and post‑stay interactions.
• Address guest access issues, special requests, complaints, noise concerns and cleaning‑related problems, providing prompt and professional responses.
• Log and track property and maintenance issues in the PMS, coordinate with cleaners, maintenance crews and tradespeople, and follow up until resolution.
• Maintain accurate reservation records, guest notes, tasks and issue logs in the property‑management system.
• Escalate safety incidents, major damages, refund requests and serious complaints with clear documentation.

Required profile

• Minimum 3 years experience in hospitality, hotel management, guest services or short‑term rental operations.
• Exceptional written and spoken English with strong customer‑communication skills.
• Ability to stay calm and professional when handling complaints or difficult guests.
• Strong organizational abilities and capacity to work under same‑day operational pressure.
• Comfortable working independently in a remote environment with reliable internet and a suitable home‑office setup.
• Availability to work within Brisbane time zone and on weekends as needed.

Required skills

• Experience using Guesty or a similar property‑management system (PMS).