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Guest Experience Associate (Airbnb Properties) About the job Guest Experience Associate (Airbnb Properties)
In 2024, a group of lifelong friends in Brisbane turned a handful of properties into a thriving short-term rental business. With no playbook — just determination, grit, anda clear vision— Smart Suites was born.
One year later, we now manage100+ short-stay listingsacrossRocklea, Sunnybank, Acacia Ridge, Carina, andKuraby. We work with major clients, adoptAI-driven toolsto streamline operations, and build a culture that feels more like asports team than a company— accountable, collaborative, and driven by results.
As we scale toward 400+ listings,wereexpanding our remote operations team and are invitingGuest Experience Associates to join us as independent contractors, working remotely from the Philippines.
Important Notes Before You Apply
Role Type: Full-time independent contractor. This is not a permanent employee role. Compensation: AU$1,300–1,500 per month (all-in). Experience Required: Minimum 2–3 years in guest relationsinshort-stay rentals, Airbnb operations, hospitality operations, or property management support.Familiarity with booking platforms,listingsmanagement, reviews, or backend coordination is essential. Time & Productivity Tracking: All contractors useHubstaff for time and activity tracking. This system ensures accuracy, transparency, and efficiency in work monitoring and payment processing, helping both you and the team stay aligned and accountable. Schedule: Our businessoperatesbetween5:00 AM – 10:00 PM (PH time) . You may be rostered formorning or mid shifts, on eitherweekdays or weekends. Typical shift patterns include: 5:00 AM –2:00 PM (PH time) 12:00 NN – 10:00 PM (PH time Thursday schedule is non-negotiable:4:00–6:00 PM (AU time) / 2:00–4:00 PM (PH time).
Why Our Recruitment Process is Thorough
We believe the right match creates long-term success.Thatswhy our process is multi-staged, so both you and the client can be confident this role is the right fit. Expect:
Initial Interview (30 - 45 min): A conversation about your background, motivation, andfit. Technical Live Assessment (60 - 90 min): Real-time guest service and operations scenarios. Behavioral Interview (60 min): Explore your communication style, adaptability, and cultural fit. Meet the Founder Session (30 - 60 min): Final conversation about expectations, growth, and SmartSuiteslong-term vision. Pre-Engagement Steps: IT Audit: To ensure compliance with systems and tools. Reference Check :To confirm your work history and professionalism.
This may feel meticulous, but it reflects ourclientscommitment to building lasting, reliable contractor partnerships.
What You'll Do
Manage end-to-end guest communication across Airbnb and other booking platforms Respond to inquiries, requests, and issues with an operational, solutions-focused mindset Escalate complex matters appropriately whilemaintainingownership
Listings, Reviews & System Management ( 20%)
Assist the Listing Department tomaintainproperty listings to ensure accuracy and completeness Ensure booking data, guest notes, and system records are correct and up to date Track guest reviews,encourage guests to leave reviews,assistwith responses, and flag recurring issues Support documentation and follow-ups for damage claims
Operational & Logistics Support ( 20%)
Coordinate withlogisticsteamsregardinglinen schedules, consumables, and operational needs Support inventory tracking and backend operational tasks Follow SOPs andidentifyopportunities for process improvement Admin support (such as invoices, sales orders, etc.)
Skills and Qualifications
2–3 years ofexperience inshort-stay rentals, Airbnb operations, property management, or hospitality back-office roles Experience usingOTA platforms(e.g., Airbnb, Booking.com) and property management systems Strong written communication skills with attention to clarity and accuracy Highlyorganized, detail-oriented, and comfortable managing multiple systems Proactive, accountable, and able to work independently Comfortable working in a fast-paced, scaling operations environment
Our Core Values (COCHET)
Customer Obsession: Guests come first. Ownership: Take initiative, follow through, and treat the business as your own. Curiosity: Look for better ways of working. Humility: Stay grounded and collaborative. Efficiency: Work smart with systems and tools. Teamwork: Win as a team, not as individuals.
About Smart Suites
Smart Suites is redefining hospitality in Australia. More than just clean and comfortable stays, we deliver personalized excellence powered by technology and innovation. With 100+ properties under management today and a goal of 400+ tomorrow, every contractor who joins us plays a role in shaping the next chapter of growth.
Ifyoureready to be part of a growing, AI-driven hospitality brand and thrive in delivering exceptional guest experiences, apply now andletsbuild something extraordinary together.
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