Guest Experience Support

5 days ago

Helensvale, Queensland, Australia Holiday Rental Specialists Pty Ltd Full time $45,000 - $65,000 per year

Guest Experience Support

At Holiday Rental Specialists (HRS), we don't just manage bookings. We create moments that matter.

From check-in to check-out, our Guest Experience team is the voice, heart, and calm behind every great stay.

We're looking for a Guest Experience Support team member who brings empathy, energy, and organisation, someone who thrives on problem solving, communicates with care, and ensures every guest feels valued from their first message to their final farewell.

The Role

As part of the Guest Experience Support team, you'll be the first point of contact for guests across our portfolio of short-term rentals.

You'll coordinate communication, resolve issues, and ensure every stay runs smoothly while protecting the experience for guests and the confidence of our property owners.

Your goal: ensure that every guest interaction reflects HRS's trademark professionalism, warmth, and precision.

What You'll Do

Guest Communication & Experience

  • Handle guest enquiries, bookings, and pre-arrival coordination via phone, email, and chat.
  • Provide prompt, accurate, and friendly communication that builds trust and repeat bookings.
  • Deliver post-stay follow-ups and review management to enhance reputation and service quality.

Operational Coordination

  • Liaise with cleaning, maintenance, and operations teams to ensure properties are guest-ready.
  • Track and close out open tasks quickly to maintain standards and minimise disruptions.
  • Record and escalate guest feedback for continuous improvement.

Issue Resolution

  • Resolve guest concerns with empathy and professionalism.
  • Balance guest satisfaction with owner outcomes and company policy.
  • Document all incidents clearly within internal systems.

System & Process Management

  • Work within booking platforms (Boom, Airbnb, , Stayz, and internal CRM systems).
  • Maintain clean, accurate data to ensure smooth operations and reporting.
  • Suggest and support process improvements that enhance efficiency and guest experience.

Cross-Team Collaboration

  • Partner with Reservations, Operations, and Finance to deliver seamless service from inquiry to checkout.
  • Contribute to weekly team reviews and continuous improvement projects.

Who You Are

You're calm under pressure, great with people, and thrive in fast-paced environments.

You're organised, curious, and care deeply about doing things right — not just quickly.

You'll bring:

  • 2+ years of experience in guest services, hospitality, tourism or property management
  • Excellent written and verbal communication skills
  • Strong attention to detail and ability to juggle multiple priorities
  • Familiarity with booking systems or CRMs (training provided)
  • Problem-solving mindset and natural empathy for guests
  • Availability to work evenings, weekends, and public holidays as part of a rotating roster

Why Join HRS?

Because your work will be felt in every great review, every happy guest, and every returning owner.

At Holiday Rental Specialists, we combine professionalism with heart, empowering our team to deliver excellence while enjoying the flexibility, support, and growth that comes with being part of a forward-thinking hospitality business.

You'll join a team that values trust, initiative, and improvement and you'll play a key role in shaping the experiences that define our brand.

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