Property Management Assistant

" Property Management Assistant Full-time AEST (Australian Eastern Standard Time) 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 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 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. " , #J-18808-Ljbffr Virtual Assistant Team