24/7 Guest Communication Partner

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: TYPE OF WORK

Full Time

: SALARY

N/A

: HOURS PER WEEK

TBD

: DATE UPDATED

Jul 22, 2026

JOB OVERVIEW

We are seeking a professional 24/7 guest communications service to support our holiday accommodation management business in Cairns, Australia.

Requirements:
Dedicated team of trained customer service agents (not rotating freelancers)
Available 24 hours a day, 7 days a week
Full training on our portfolio of approximately 55 holiday properties
Experience using Guesty PMS (essential)
Experience with Airbnb, ---------- , Vrbo and direct bookings
Answer guest messages within our response time targets
Handle phone calls professionally on behalf of Tropical Stays Cairns
Manage reservations, booking enquiries and guest requests
Troubleshoot common guest issues before escalating
Escalate maintenance and emergency situations according to our procedures
Work within our SOPs, house manuals and knowledge base
Native or near-native English communication skills
Dedicated account manager and quality assurance
Ability to scale as our portfolio grows

Preferred
Experience supporting Australian short-term rental operators
Experience with Aircall, Slack, WhatsApp Business and SuiteOp
Ability to provide performance reporting and QA reviews
Team based in the Philippines with overlapping Australian business hours and overnight coverage

Goal
We are looking for a long-term partner who can become an extension of our business rather than simply answering messages. Agents should be familiar with our listings, owner preferences, policies and operational procedures, ensuring guests receive a seamless experience 24/7 while maintaining our Superhost and Premier Host standards.

SKILL REQUIREMENT

Airbnb Phone Support Customer Service

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Job Post	Reporter	Rank	Reason	Date

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24/7 Guest Communication Partner

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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