Property Management Assistant

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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

As confidence and experience increase, the role may expand to include:

• 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.
  
  

Essential

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.
  
  

Skills Required

priness-VAT2026-08-24T22:18:46 10:00

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