Guest Experience Associate

In 2024, a group of lifelong friends in Brisbane turned a handful of properties into a thriving short-term rental business. They had no playbook, just determination, grit, and a vision for redefining hospitality.

One year later, Smart Suites now manages over 100 listings across Rocklea, Sunnybank, Acacia Ridge, and Kuraby. We serve major clients, adopt AI-driven tools to streamline our systems, and build a culture that feels more like a sports team than a company: accountable, collaborative, and driven by results.

Now, we're inviting Guest Experience Associates to join us as independent contractors, working remotely from anywhere in the Philippines. If you love hospitality, thrive in guest relations, and want to be part of a company growing to 400+ listings, this is your chance to make an impact.

Important Notes Before You Apply

• Role Type: Full-time independent contractor. This is not a permanent employee role.
• Compensation: AU$1,000–1,300 per month (all-in).
• Experience Required: Minimum 2–3 years in guest relations, customer service, or hospitality. Familiarity with booking platforms and backend coordination is a strong plus.

• Schedule: Our business operates between 5:00 AM – 10:00 PM (PH time). You may be rostered for morning or mid shifts, on either weekdays or weekends. Typical shift patterns include:

• 5:00 AM – 1:00 PM (PH time)

• 12:00 NN – 10:00 PM (PH time)
• Thursday schedule is non-negotiable: 4:00–6:00 PM (AU time) / 2:00–4:00 PM (PH time).

Why Our Recruitment Process is Thorough

We believe the right match creates long-term success. Thats why our process is multi-staged, so both you and the client can be confident this role is the right fit. Expect:

• Initial Interview min): A conversation about your background, motivation, and fit.
• Technical Live Assessment min): Real-time guest service and operations scenarios.
• Behavioral Interview (60 min): Explore your communication style, adaptability, and cultural fit.
• Meet the Founder Session min): Final conversation about expectations, growth, and Smart Suites long-term vision.

Pre-Engagement Steps:

• IT Audit: To ensure compliance with systems and tools.
• Reference Check: To confirm your work history and professionalism.

This may feel meticulous, but it reflects our clients commitment to building lasting, reliable contractor partnerships.

What You'll Do

Guest Relations (40%)

• Respond to inquiries and requests quickly and professionally.
• Resolve guest issues or escalate when needed.
• Manage communications across booking platforms.

Data Entry & Admin (40%)

• Enter and update booking details, guest preferences, and feedback.
• Keep property management systems accurate and up to date.
• Handle emails, scheduling, and reservation records.

Property Management Support (20%)

• Maintain and update property listings on platforms like Airbnb.
• Track reviews and manage follow-ups or damage claims.
• Coordinate with logistics on inventory and consumables.

Skills and Qualifications

• 2–3 years of related experience in hospitality, customer service, or guest support.
• Strong communication and interpersonal skills.
• High attention to detail and organizational skills.
• Ability to prioritize tasks and manage multiple responsibilities.
• Proficiency in booking/property management systems and comfortable with AI tools.
• Adaptability in a fast-paced, growing company.

Our Core Values (COCHET)

• Customer Obsession: Guests come first.
• Ownership: Take initiative, follow through, and treat the business as your own.
• Curiosity: Look for better ways of working.
• Humility: Stay grounded and collaborative.
• Efficiency: Work smart with systems and tools.
• Teamwork: Win as a team, not as individuals.

About Smart Suites

Smart Suites is redefining hospitality in Australia. More than just clean and comfortable stays, we deliver personalized excellence powered by technology and innovation. With 100+ properties under management today and a goal of 400+ tomorrow, every contractor who joins us plays a role in shaping the next chapter of growth.

If you're ready to be part of a growing, AI-driven hospitality brand and thrive in delivering exceptional guest experiences, apply now and let's build something extraordinary together.

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