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Job description
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
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.