We are seeking a proactive, highly organised, and customer-focused Property Management Assistant to support two growing short-term rental and property management businesses. This role is ideal for someone who thrives in a fast-paced environment, has excellent communication skills, and can confidently manage guest, owner, cleaner, and contractor interactions while exercising sound judgement and initiative.

Key Responsibilities

Guest & Customer Support

  • Answer and manage incoming phone calls.
  • Respond to guest enquiries across multiple booking channels.
  • Manage guest communications before, during, and after stays.
  • Coordinate check-in and check-out communications.
  • Resolve guest concerns and complaints where possible before escalation.
  • Handle lost property enquiries.
  • Support refund, credit, or compensation requests within approved guidelines.

Property Operations

  • Liaise with cleaners, maintenance providers, and tradespeople.
  • Coordinate maintenance requests and follow up outstanding items.
  • Organise contractor appointments and monitor completion.
  • Follow up on cleaning, linen, and property readiness issues.
  • Manage guest-reported damages and maintenance concerns.
  • Update guest notes, booking records, and property information.

Administrative Support

  • Monitor and respond to emails and inbox enquiries.
  • Manage communications through Airbnb, Booking.com, Stayz/VRBO, and direct booking channels.
  • Provide general administrative support across both businesses.
  • Assist with owner communications where management decisions are not required.

Future Growth Responsibilities

As confidence and experience increase, the role may expand to include:

  • Owner reporting and communication.
  • New property onboarding assistance.
  • Listing management and optimisation.
  • Pricing and availability monitoring.
  • Invoice follow-up.
  • Social media and marketing administration.
  • Managing guest reviews.
  • Reviewing future bookings for potential operational issues.

Working Hours

  • Approximately 40 hours per week.
  • Preferred schedule: Thursday to Monday, with Tuesday and Wednesday off.
  • Flexible working structure focused on guest demand rather than traditional office hours.
  • Availability to assist with occasional after-hours guest issues and emergencies under established procedures.

Skills & Experience

Essential

  • Exceptional written and verbal English communication skills.
  • Professional, warm, and confident phone manner.
  • Strong customer service and conflict resolution abilities.
  • Excellent organisational and multitasking skills.
  • Ability to prioritise competing tasks in a fast-paced environment.
  • Strong decision-making skills and ability to work independently.
  • High level of accountability and ownership.

Desirable

  • Experience in short-term rental or property management.
  • Experience with Airbnb, Booking.com, Stayz/VRBO, or similar booking platforms.
  • Familiarity with HomHero property management software.
  • Experience coordinating contractors, cleaners, or maintenance providers.

Ideal Candidate Profile

The successful candidate will:

  • Think beyond administrative support and act as an extension of the business.
  • Remain calm under pressure and effectively de-escalate challenging situations.
  • Demonstrate sound judgement when handling guest, owner, and operational issues.
  • Know when to resolve issues independently and when escalation is required.
  • Take ownership of day-to-day operations and contribute to reducing management involvement in routine matters.

Key Assessment Areas

Candidates should demonstrate capability in handling:

  • Unhappy guests.
  • After-hours access issues.
  • Cleaning delays affecting check-ins.
  • Maintenance emergencies.
  • Refund and compensation requests.
  • Noise complaints and party concerns.
  • Property damage reports.
  • Priority management of multiple urgent issues simultaneously.