Guest Support Specialist (Short-Term Rental Operations)

⭐ Guest Support Specialist | Short-Term Rental Operations (Remote – Philippines) Full-Time | 40 Hours per Week | Rotating Roster Are you passionate about delivering exceptional customer service? Do you thrive in a fast-paced environment where no two days are the same? If so, we'd love to hear from you! We are a growing New Zealand-based short-term accommodation management company looking for an experienced **Guest Support Specialist** to join our remote team. You'll be the first point of contact for guests staying in our premium properties, ensuring every guest receives a seamless five-star experience from booking through to checkout. What You'll Do As our Guest Support Specialist, you'll: * Respond promptly to guest enquiries via phone, email, Airbnb, Booking.com, VRBO and messaging platforms. * Assist guests before, during and after their stay. * Manage reservations, booking modifications, cancellations and extensions. * Coordinate guest check-ins and check-outs. * Resolve guest issues including lockouts, Wi-Fi, access, parking and appliance troubleshooting. * Coordinate urgent matters with cleaners, maintenance contractors and Property Managers. * Escalate critical issues when required while keeping guests informed. * Maintain accurate records and notes within our property management systems. What We're Looking For Essential * Excellent spoken and written English with a neutral, professional communication style. * Minimum **3 years' experience** in customer service, hospitality, contact centre or short-term rental operations. * Experience supporting guests through **Airbnb, Booking.com, VRBO** or similar booking platforms. * Outstanding customer service and conflict resolution skills. * Calm under pressure with excellent multitasking abilities. * Strong attention to detail and organisational skills. * Self-motivated and able to work independently in a remote environment. * Comfortable learning new software and technology. Candidates must be based in the Philippines. Highly Desirable * Experience using **Hostaway, Guesty, Hospitable** or similar Property Management Systems. * Experience coordinating cleaners, maintenance providers or field service teams. * Previous experience supporting international customers. Technical Requirements * Reliable high-speed internet (minimum 50 Mbps). * Quiet home office environment. * Noise-cancelling headset. * Modern computer capable of running multiple applications simultaneously. * Backup internet and power source preferred. Working Hours * Full-time (40 hours per week). * Rotating roster. * Must be available to work weekends and New Zealand public holidays. * Shifts may include mornings, evenings, overnight or early morning hours aligned with Auckland, New Zealand. What Success Looks Like You'll succeed in this role by consistently delivering: * Fast response times. * Exceptional guest experiences. * Accurate documentation. * Effective issue resolution. * Strong teamwork and reliability. * Five-star guest satisfaction. Why Join Us? We're building a high-performing remote team where initiative, accountability and customer service excellence are valued. You'll work with a supportive leadership team, gain exposure to the exciting short-term accommodation industry, and have opportunities to grow as our business continues to expand. To Apply Please include the following in your proposal: 1. A brief introduction about yourself. 2. Your experience with Airbnb, Booking.com, VRBO or other short-term rental platforms. 3. The Property Management Systems you've used (Hostaway, Guesty, Hospitable, etc.). 4. Your current internet speed (include a screenshot of a speed test). 5. Your computer specifications. 6. Your availability to work rotating shifts, weekends and New Zealand public holidays. 7. A short voice recording (1–2 minutes) introducing yourself in English. **Applications that do not include all of the above information may not be considered.**