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.

Originally posted on Himalayas