Guest Relations Officer

Job title: guest relations officer

Job overview : We are seeking a highly organised and guest-focused Guest Experience & Operations officer to oversee the day-to-day guest journey and operational and readiness of our short-term rental property. This role is responsible for ensuring a seamless check-in experience, maintaining clear communication with guests and keeping up with the calender for future check- ins.

Job Description:

Guest Experience & Communication

• Serve as the main point of contact for guests from pre-arrival to check-out
• Manage check-in coordination and ensure smooth guest arrivals
• Respond promptly to guest enquiries, requests, and concerns
• Proactively communicate important check-in details and property information
• Ensure guests have a positive and memorable stay experience

Operations Coordination & Property Readiness

• Ensure the apartment is fully prepared, presentable, and guest-ready before each arrival
• Ensure the cleanliness and overall presentation of the apartment meets required standards prior to guest check-in
• Conduct basic pre-arrival inspections to ensure everything is in order

Problem Solving & Support

• Resolve guest issues efficiently and professionally
• Escalate operational or maintenance issues when necessary
• Ensure any disruptions are handled quickly to minimise guest inconvenience

Administrative & Reporting

• Maintain accurate records of bookings, check-ins, and issues
• Provide feedback on recurring issues or operational improvements

Requirements

• Previous experience in hospitality, Airbnb management, front office, or guest services
• Strong communication skills (written and verbal)
• Excellent organisational and multitasking ability
• High attention to detail and problem-solving mindset
• Ability to work independently and manage time-sensitive tasks
• Customer-focused attitude with a strong sense of responsibility

Personal Attributes

• Calm and professional under pressure
• Proactive and solution-oriented
• Friendly, approachable, and guest-focused
• Reliable and highly organised

Work Location: In person