Airbnb / Short-Rental Guest Communication Agent Needed

We’re looking for an experienced, organized, and proactive Guest Communication Agent to help manage daily guest messaging for our short-term rental properties. We need someone who is reliable, thinks ahead, solves problems independently, and doesn’t rely on spoon-feeding or constant guidance. If you take ownership, communicate well, has good command of the English Language especially Australian English and know how to manage guests smoothly - we want you! Start time: 9:00 AM Brisbane (AEST) Role: Ongoing, long-term Industry: Airbnb / STR RESPONSIBILITIES: -Use Hostaway to manage calendar availability, pricing, bookings and guest communications -Respond to guest messages within 15 minutes on average (max 1 hour) -Manage extensions, reservation changes, special requests -Assist with Airbnb/Hostaway claims -Manage guest check-ins and send pre-arrival instructions -Coordinate with the team via Slack -Flag and escalate urgent issues to the team with clear, concise context -Solve issues proactively and think critically -Maintain fast, professional communication -Follow up on unresolved issues or maintenance tasks -Ensure all cleanings and turnovers are on schedule -Track and respond to guest reviews -Take down notes and help update records REQUIREMENTS: -Experience in short-term rentals (Airbnb, VRBO, Booking.com etc) -Hostaway experience -Good command of English language including Australian English tone and slang - Excellent guest communications skills. -Comfortable using Slack for day-to-day team communication -Experience with damage/cleaning claims -Good problem-solving and critical thinking -Reliable, detail-oriented, and not reliant on spoon-feeding -Able to work independently and take initiative -Must be able to work 9 AM Brisbane time (AEST) HOW TO APPLY: To be considered, you must include a short Loom video (2–3 minutes) with: 1. A quick introduction about yourself 2. Describe your experience how you handled guest communication, and any pricing or cleaner coordination responsibilities. Familiarity with Hostaway or similar tools. Include which platforms (e.g., Airbnb, VRBO), 3. How you believe you can contribute to our company’s success Applications without a Loom video will not be reviewed. Apply tot his job