Guest Experience Executive (Remote)

We are a short-term property rental agency which operates in the UK. The successful candidate will be responsible for performing various tasks related to the operation of rental properties, managing the guest experience, and ensuring the highest level of guest satisfaction.

Please note that we will not consider applications for any applicants which do not have prior experience in the short term rental or customer service industry. Thank you.

Working Hours/Budget

• ZAR11,500 per month (ZAR2,875 per week)
• 8 hours per day, Monday to Friday
• UK Time: 9:00 to 17:00 (one hour lunch break)

Responsibilities

Guest Operations

• Managing guest communications across Airbnb, Booking.com, direct bookings, and other channels
• Coordinating guest check-ins, check-outs, and stay support
• Handling guest issues professionally and efficiently
• Managing guest reviews and post-stay follow-up
• Assisting with Airbnb Resolution Centre requests and disputes

Booking & PMS Management

• Managing bookings and calendars within Uplisting
• Coordinating and scheduling mid-stay cleans
• Updating listings, pricing notes, and operational information
• Supporting onboarding of new properties into operational systems

Lead & Direct Booking Management

• Responding to direct booking enquiries
• Supporting conversion of leads into confirmed bookings
• Assisting with guest qualification and booking follow-up

Operations Coordination

• Coordinating maintenance, housekeeping, and operational issues
• Following up with suppliers and cleaners to ensure tasks are completed to standard
• Escalating urgent operational issues appropriately
• Supporting continuous operational improvements and SOP implementation

Required Qualities

Required

• Previous experience in short-term rental, hospitality, or property management operations
• Excellent written and spoken English
• Strong organisational and multitasking ability
• Ability to remain calm under pressure and manage guest issues professionally
• High attention to detail and strong follow-up skills
• Comfortable working across multiple systems and communication platforms
• Reliable internet connection and suitable remote working environment

Preferred

• Experience using Uplisting
• Experience with Airbnb, Booking.com, or OTA messaging systems
• Experience handling guest disputes or Resolution Centre cases
• Experience coordinating cleaners or maintenance contractors
• KPI tracking or reporting experience

Interested applicants, please send the following:

1. Resume in PDF format with one valid government ID attached.
2. Internet Speed Test: Result dated (date) , and onwards.
3. No less than TWO Professional Work References with name, your relationship with them, their email address, and their mobile number.
4. Photo of your home office with your computer and all backups clearly visible.
5. 1 Minute Introductory Video

Incomplete responses shall not be entertained.

Good luck and we look forward to hearing from you!

• Thank you very much for your time.