Airbnb Guest Support Officer

We are seeking a detail-oriented and proactive Guest Support Officer to join our team. This role involves managing guest communications during the midnight to 10am AEST shift, ensuring seamless Airbnb messaging, creating and optimising property listings, and responding to all guest reviews. You will work closely with the Guest Coordinator to enhance guest experiences, secure more positive reviews, and improve overall listing performance.

Key Responsibilities:
Guest Communications
Manage and respond to Airbnb messages promptly and professionally during your shift.
Address guest inquiries, concerns, and requests with a friendly, solution-focused attitude.
Escalate urgent or complex issues to the Guest Coordinator or appropriate team member for resolution.

Listing Creation and Management
Create detailed, engaging, and optimised property listings on Airbnb and other platforms as required.
Regularly review and update listings to reflect current availability, features, and pricing strategies.
Monitor and improve listing performance through strategic updates, ensuring properties remain competitive in search rankings.

Review Management
Respond to all guest reviews, maintaining a professional and brand-aligned tone.
Work with the Guest Coordinator to address any feedback requiring follow-up or improvements.
Develop and implement strategies to encourage guests to leave positive reviews.

Performance Optimisation
Collaborate with the Guest Coordinator to identify opportunities for improving guest satisfaction and listing performance.
Monitor and analyse feedback trends to recommend actionable changes for property or process enhancements.

Skills and Experience:
Proven experience in customer service, hospitality, or Airbnb management.
Excellent written communication skills, with the ability to adapt tone and style to suit guest interactions.
Strong attention to detail and the ability to multitask.
Proficiency in Airbnb or similar short-term rental platforms, with experience in listing creation and optimisation.
Analytical mindset with the ability to track performance metrics and suggest improvements.
Ability to work independently during the midnight to morning shift.

Preferred Qualifications:
Familiarity with tools like PriceLabs, property management systems (e.g., Resly), or other relevant software.
Experience in managing and responding to guest reviews.
Knowledge of hospitality or short-term rental industry best practices.

Working Hours:
Midnight to 10am AEST, five days a week (flexibility required for weekends and public holidays).

Why Join Us?
Be part of a supportive and dynamic team focused on providing exceptional guest experiences.
Opportunity to work remotely and independently during the quiet hours.
Play a key role in driving the success of our short-term rental properties.