Vacation Rental Property Management : Guest Support

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: TYPE OF WORK

Part Time

: SALARY

30000 php

: HOURS PER WEEK

30

: DATE UPDATED

Aug 1, 2026

JOB OVERVIEW

***Thank you for your interest! At this time we are only accepting applications with prior STR experience***

Role Summary

This role supports daily operations for a short-term rental management business. It requires organization, precision, accuracy, and strong time management. While there may be occasional slow periods, this is not a “chill” job. The company’s reputation is at stake in every guest interaction, message, and phone call. This position is for someone who can operate autonomously, think critically, and consistently protect the guest experience to earn 5-star reviews.

Availibility
Our company is growing and we need somebody part time to help various shifts on the weekend (Sat and Sun) and monday and tuesday from 4pm PST to 8pm PST. As the company grows, more hours/shifts will be available for work. Our company is expected to grow rapidly shortly.

Key Responsibilities
1) Guest Messaging + Customer Service (Primary)

Monitor and respond to guest inquiries and active-stay messages with a professional, upbeat tone.

Create real human interactions through the app—guests should feel supported, not automated.

De-escalate issues calmly, set expectations, and drive solutions that protect guest satisfaction and reviews.

Prioritize messages correctly (urgent vs. non-urgent) and escalate only when required by SOP.

2) Maintenance & Issue Resolution (End-to-End Ownership)

You will fully own the maintenance workflow without requiring additional internal staffing or owner attention:

Receive guest maintenance requests and immediately log them in our task software with complete details.

Schedule the correct maintenance vendor/cleaning tea ---------- mber, confirm availability, and confirm appointment time with the guest.

Follow up with maintenance tea ---------- mbers before arrival and ensure they understand requirements.

Require photo documentation before/after (or proof of completion) and ensure the task is closed properly.

Communicate proactively with guests throughout so the process runs autonomously.

Sloppy scheduling, lack of follow-up, and missed coordination will not be tolerated.

3) Phone Calls (Required)

Call guests when appropriate (urgent issues, clarifications, service recovery).

Call maintenance tea ---------- mbers to schedule, confirm, and resolve issues.

Messaging/texting is a large part of the job, but texting-only is not allowed.

4) Message Monitoring Standards (Non-Negotiable)

Messages must be checked every 30 minutes during your shift (set an alarm if needed).

New inquiries should ideally receive a response within 10 minutes.

Ghosting guests for hours is unacceptable.

Required Experience

Prior work experience in STR Management / Airbnb Management / Vacation Rental Management

Strong ability to multitask across multiple conversations, issues, and timelines.

Required Skills & Traits

Highly organized, detail-oriented, and reliable with time management.

Clear, upbeat, professional communication style (written and verbal).

Critical thinking: ability to filter low-importance messages from high-importance issues and act accordingly.

Autonomous execution: learns quickly, follows SOPs, and handles issues end-to-end without reminders.

Customer-experience mindset: the goal is not just completing tasks—it’s ensuring guests feel cared for and leave 5-star reviews.

Tools / Tech Requirements

Reliable high-speed internet (required).

Comfortable working across Airbnb, task software, and communication tools simultaneously.

Ability to maintain organized notes, task logs, and timelines.
HOSTAWAY, AIRBNB CHATGPT, GEMINI, ---------- , QUO (openphone)

Reliability & Attendance Policy (Strict)

No-shows without legitimate, valid reasons will result in immediate termination.

Reliability is mandatory. This role directly impacts guest experience and business reputation.

Nice to Have

Prior work experience in Airbnb / Telus

Familiarity with review management and issue de-escalation

Light bookkeeping/admin support (invoice logging, vendor tracking)

How to Apply

Please submit:

A brief summary of your Airbnb support experience (include number of listings supported and responsibilities).

Any supervisor/lead experience (if applicable).

Your availability and time zone.

A short example of how you would respond (tone + action plan) to:

A guest saying Wi-Fi isn’t working, and

A guest requesting urgent plumbing help.

SKILL REQUIREMENT

Short Term Rentals Airbnb HostAway

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Vacation Rental Property Management : Guest Support

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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