Guest Experience Officer (Short Term Rentals)

Job Summary

The Guest Experience Officer (STR) is responsible for managing end-to-end guest interactions for short-term rental properties, ensuring a seamless, comfortable, and memorable stay. This role serves as the primary point of contact for guests during their stay, coordinating services, and resolving issues promptly to maintain high guest satisfaction and positive reviews.

Key Responsibilities

Guest Communication & Support

• Manage pre-arrival communication including booking confirmations, check-in instructions, house rules, and local information
• Provide prompt assistance during guest stays, addressing maintenance issues, complaints, or special requests
• Conduct post-stay follow-ups and encourage guest feedback and reviews

Check-In / Check-Out Coordination

• Coordinate smooth self-check-in or in-person check-in/check-out processes
• Ensure access codes, keys, and instructions are accurate and up to date
• Report late check-outs, damages, or missing items

Property & Service Coordination

• Liaise with housekeeping, maintenance, and operations teams to ensure properties meet cleanliness and quality standards
• Report and track maintenance issues until resolution
• Ensure properties are guest-ready at all times

Guest Experience & Quality Control

• Proactively identify opportunities to enhance the guest experience
• Handle guest complaints professionally to minimize negative reviews
• Ensure compliance with STR policies, safety standards, and local regulations

Administrative & Reporting Duties

• Maintain accurate guest records and communication logs
• Monitor guest satisfaction metrics and online reviews
• Prepare reports on guest feedback, incidents, and service performance

Requirements

• Diploma or degree in Hospitality, Tourism, or a related field (preferred)
• Experience in hospitality, customer service, or short-term rental operations
• Familiarity with STR platforms (Airbnb, Booking.com, VRBO) is an advantage
• Basic understanding of property management systems (PMS)/Channel Manager

Skills & Competencies

• Excellent verbal and written communication skills
• Strong problem-solving and conflict-resolution abilities
• Customer-focused mindset with attention to detail
• Ability to multitask and work independently
• Comfortable working in a fast-paced, guest-centric environment

Personal Attributes

• Friendly, professional, and empathetic
• Calm under pressure
• Organized and reliable
• Flexible with working hours

Working Conditions

• Shift-based role, including weekends, public holidays, and after-hours support
• May involve on-call availability for urgent guest issues

Key Performance Indicators (KPIs)

• Guest satisfaction and review ratings
• Response and resolution time
• Number of guest complaints escalated
• Repeat bookings and positive feedback

Job Type: Full-time

Work Location: In person