Guest Experience Associate (Airbnb Properties)

About the role

Smart Suites, an Australian short-stay rental business with 100+ listings, is expanding its remote operations team and is hiring Guest Experience Associates as independent contractors working remotely from the Philippines. The role is full-time, paid AU$1,300-1,500 per month all-in, and covers guest communication, listing and review support, and operational coordination.

Key responsibilities

• Guest communication and resolution (60%): manage end-to-end guest communication across Airbnb and other booking platforms, respond to inquiries and issues, and escalate complex matters appropriately.
• Listings, reviews and system management (20%): help the Listing Department keep property listings accurate and complete, keep booking data, guest notes and system records up to date, track guest reviews, encourage reviews, help draft responses and flag recurring issues, and support damage claim documentation.
• Operational and logistics support (20%): coordinate with logistics teams on linen schedules, consumables and inventory, follow SOPs, suggest process improvements, and handle admin such as invoices and sales orders.

Required profile

• Minimum 2-3 years in guest relations for short-stay rentals, Airbnb operations, hospitality operations or property management support.
• Familiarity with booking platforms, listings management, reviews or backend coordination is essential.
• Ability to work independently in a fast-paced, scaling environment; proactively accountable and highly organized.

Required skills

• Experience with OTA platforms (e.g. Airbnb, Booking.com) and property management systems.
• Strong written communication with attention to clarity and accuracy.

Schedule: the business runs 5:00 AM - 10:00 PM PH time, with morning or mid shifts on weekdays or weekends; Thursday is fixed at 2:00-4:00 PM PH time. Contractors use Hubstaff for time and activity tracking. The process includes an initial interview, a live assessment, a behavioral interview, a meeting with the founder, an IT audit and a reference check.