Guest & Owner Support

About us

We are a leading short-term rental provider, serving customers for over 20 years. Our nationwide portfolio of properties services almost 1,500 properties across more than 300 locations, offering guests thousands of happy places to stay and owners a hassle-free solution to holiday home management. Over 200,000 guests visit our holiday homes yearly.

About the role

We are looking for a fantastic Guest and Owner Relations Agent to join our Guest & Owner Relations team. You will ensure the smooth working of core processes, resolve homeowner matters, support our contractors and focus on communication and administration.

We are looking for someone who is comfortable working alone and in a team.

The work hours for this role will be between 8 am to 10 pm, across seven days per week on a rotational roster.

The key responsibilities:

• Timely and professional support and resolution of Homeowner and Guest matters in relation to a house fit for purpose or guest damage
• Triaging inbound enquiries from property owners
• Managing booking updates and amendments
• Signing off service requests for owners
• Ensure all service levels are met and exceeded at all times
• Owner and Guest satisfaction are consistently improving, and retention increases

About you

• Operations experience and excellent interpersonal communication skills
• High levels of professionalism and strong problem solving
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional verbal and written communication
• Good conflict resolution skills and adaptable to change
• Decisiveness and attention to detail

Why work for us?

We are proud of our culture and fully support a flexible working environment, and offer numerous employee perks:

• Discounted holiday homes, gym memberships, magazine subscriptions, fuel
• Birthday day off
• Free eye tests, spinal checks and hearing tests
• Shopping discounts – Noel Leeming, Farmers, Bendon, Gilmours, The Warehouse & much more…

Our mission is to help people to find their happy place, including YOU!

To apply now for this position, please hit the ‘apply’ button and send us your CV and cover letter. Good luck!