Temp jobs

Business: Short-Term Rental / Hospitality Operations
Reports to: Director
Works closely with: Cleaners, Admin Assistant, Contractors
Employment Type: Full-time or Part-time (scalable)

Role Purpose

The Guests Experience Manager (GEM) owns the end-to-end guest journey — from first enquiry to post-checkout review — ensuring guests have a seamless, professional, hotel-quality experience while protecting the business from issues, complaints, and operational failures.

This role is the single point of accountability for guest satisfaction, communication quality, and smooth daily operations.

Day-to-day tasks:

1. Communication

• Respond to all guest enquiries and messages via:
• Airbnb
• Booking.com
• Hostaway inbox
• Direct bookings / email / WhatsApp (if applicable)
• Maintain fast response times (ideally <15–30 minutes during business hours)
• Send and manage automations:
• Pre-arrival messages & check-in instructions
• House rules and property guides
• Mid-stay check-ins
• Checkout instructions
• Post-stay thank-you & review requests
• Handle guest issues calmly and professionally (noise complaints, access issues, amenities, Wi-Fi, etc.)
• Escalate serious issues to the Director only when required

Accountability:

• Guest satisfaction
• Review ratings
• Low complaint rate
• Professional brand tone at all times

2. Booking & Calendar Management

Day-to-day tasks:

• Monitor bookings, requests, and availability across all platforms
• Ensure calendars are:
• Accurate
• Synced
• Blocked where required (maintenance, owner stays, issues)
• Manage booking approvals (if not instant book)
• Identify and resolve double-booking or payment issues early
• Monitor cancellation policies and enforce house rules consistently

Accountability:

• Zero double bookings
• Minimal revenue loss due to admin errors
• Clean handover between guests

3. Operations Coordination (Cleaning, Maintenance, Turnovers)

Day-to-day tasks:

• Coordinate cleaners for every checkout
• Ensure cleaning tasks are:
• Assigned
• Completed on time
• Verified (checklists / photos if required)
• Confirm property readiness before every check-in
• Arrange maintenance or repairs when issues are reported
• Track recurring issues and flag patterns to the Director

Accountability:

• Property readiness for every guest
• Cleanliness standards
• No last-minute check-in failures

4. Issue, Incident & Complaint Management

Day-to-day tasks:

• Handle guest complaints diplomatically and promptly
• Assess when compensation is appropriate (within approved guidelines)
• Coordinate urgent fixes (lockouts, hot water, power, lost keys)
• Document incidents clearly in internal notes
• Manage platform cases (Airbnb resolutions, Booking.com disputes)

Accountability:

• Issue resolution speed
• Minimal escalations
• Protection of reviews and payouts

5. Reviews, Feedback & Continuous Improvement

Day-to-day tasks:

• Monitor guest reviews across all platforms
• Respond to reviews professionally
• Identify improvement opportunities from guest feedback
• Work with Director to improve:
• House rules
• Listings
• Guest guides
• Operational processes

Accountability:

• Review score trends
• Reduction in repeat issues
• Improved guest sentiment over time

6. Listings, Content & Accuracy (Operational, not marketing-heavy)

Day-to-day tasks:

• Ensure listings are accurate:
• Amenities
• House rules
• Check-in instructions
• Photos (flag outdated ones)
• Update small changes directly or request updates via Admin Assistant
• Ensure compliance with building rules and STR regulations

Accountability:

• Accuracy of guest information
• Reduced guest confusion or disputes

7. Internal Reporting & Admin Support

Day-to-day tasks:

• Maintain clear notes for:
• Guest incidents
• Damages
• Special cases
• Provide weekly or monthly summaries to the Director:
• Guest issues
• Reviews
• Operational risks
• Work with Admin Assistant on invoices, claims, and records when needed

Accountability:

• Clear visibility for management
• No operational blind spots

Required Skills & Attributes

• Proven experience in short-term rentals, hospitality, or hotels (Highly desirable)
• Excellent written English & professional communication tone
• Calm under pressure; strong problem-solving skills
• Highly organised and detail-oriented
• Comfortable with systems like Hostaway, Airbnb, Booking.com
• Strong sense of ownership and accountability
• Ability to work independently with minimal supervision
• Ability to work flexible hours.

What's in it for you

• This is an exciting opportunity for someone with the right attitude to be part of a growing and dynamic Short Term Rentals industry.
• Flexible environment and hours. You can plan and schedule your day as per your preference as long as all the daily tasks are done within allocation time.
• Performance based profit sharing. On top of the regular wage, you will be rewarded with the percentage of profit (uncapped) for the result of your efforts.
• Hybrid work arrangement. Most of the work can be done remotely. Property visits will be required when necessary.

Job Types: Full-time, Temp to perm, Contract
Contract length: 6 months

Pay: $24.95 – $29.95 per hour

Expected hours: 32 – 40 per week

Benefits:

• Profit sharing
• Work from home

Work Location: Hybrid remote in Southbank VIC 3006