Guest Experience Associate

Important Notes for Applicants Please Read Before Applying:

1. Role Type: This is a full-time independent contractor position, not a permanent employee role.
2. Compensation: The salary range of AU$1, ,300.00 per month is an all-inclusive rate
3. Work Schedule: This is a 42 hour shift per week, the initial schedule is Monday to Saturday, 5:00PM - 1:00AM Brisbane time. Full-time work from home/anywhere in the Ph.
4. Experience Requirement: We kindly ask you to apply only if you have experience in guest relations, customer service, or hospitality. The hiring client needs someone who can contribute from day one with minimal training. Familiarity with booking platforms and backend coordination is a strong plus. If you feel ready to take on this responsibility, we would love to hear from you
5. Recruitment Process: The selection process is thorough and multi-staged to ensure the right fit for a long-term engagement. This includes interviews, a technical assessment, IT audit, and reference checks with the client.
6. Growth Opportunity: This role offers significant room for personal and professional development within an AI-driven, innovative company.

If you meet these criteria and are excited about contributing to a dynamic, technology-forward hospitality company, please continue reading and apply below.

Recruitment Process

1. Initial Interview with VargasAndrews (30 to 45 minutes)
   A preliminary discussion to learn about your background, experience, and motivation. You'll also have the chance to ask questions about the role and the company.
2. Technical Live Assessment with the Hiring Client (60 to 90 minutes)
   This stage evaluates your practical skills in logistics and procurement through real-time problem-solving and scenario-based tasks relevant to the role.
3. Behavioral Interview with the Hiring Client (60 minutes)
   Focuses on your interpersonal skills, work style, and cultural fit. The client will explore how you handle challenges, communicate, and collaborate.
4. Pre-Offer Steps:
   • IT Audit: To ensure compliance with company security protocols and technology standards, an IT audit will be conducted.
   • Reference Check: We will contact your provided references to verify your work history, skills, and professional conduct.
5. Pre-Offer Call with the Founder (30 to 60 minutes)
   A final conversation to discuss the engagement, expectations, and answer any remaining questions. You'll also learn more about the company's vision and long-term plans.

Note: We follow a meticulous recruitment process because the client values a strong, long-term contractor relationship and wants to ensure the best match for the role.

About the Hiring Company

Smart Suites manages a collection of over 100 rooms for short-term vacation rentals across the vibrant locales of Rocklea, Sunnybank, Acacia Ridge, and Kuraby, Queensland. Guided by our core values of Customer Obsession, Accountability, Curiosity, Humility, Efficiency, and Teamwork (CACHET), we are committed to delivering exceptional hospitality experiences.

Smart Suites is an AI-driven company, continuously adopting and integrating advanced technologies and automation to enhance efficiency, decision-making, and customer satisfaction. We seek team members who are equally passionate about leveraging AI tools, data-driven insights, and digital systems to improve operations and service delivery.

At Smart Suites, we ensure every guests stay is not only clean and comfortable but also infused with personalized excellence that leaves a lasting impression.

Key Responsibilities:

We are seeking an enthusiastic Guest Experience Associate to assist in the day-to-day operations of our Airbnb properties. The ideal candidate will be proactive, detail-oriented, and capable of efficiently managing a variety of guest-related tasks. This role involves enhancing guest relations, performing data entry tasks, maintaining high-quality standards, and handling administrative duties.

Guest Relations (40%):

• Respond promptly to guest inquiries, concerns, and requests to ensure a positive and seamless experience.
• Assist with resolving guest issues, escalating complex matters when needed.
• Manage guest communications and provide timely responses through various booking platforms.

Data Entry & Administrative Tasks (40%):

• Perform data entry related to bookings, guest preferences, and service requests.
• Update property management systems with guest information and reservation details.
• Ensure accurate records of guest interactions, special requests, and feedback.
• Handle email communications, inquiries, and scheduling tasks related to guest bookings.

Property Management Support (20%):

• Assist with updating and managing property listings on Airbnb and other platforms.
• Track and document guest reviews, assist with follow-ups and manage any necessary damage claims.
• Coordinate with the logistics team regarding inventory and consumables stocking.

Skills and Qualifications

• 2-3 years related experience
• Strong communication and interpersonal skills.
• High level of organizational skills and attention to detail.
• Ability to manage multiple tasks and prioritize effectively.
• Experience in customer service or hospitality is preferred.
• Proficiency in using booking and property management systems.
• Flexibility and ability to adapt in a fast-paced environment.

Values

• Customer Obsession: Always prioritize the needs and experiences of our guests.
• Accountability: Take responsibility for actions and decisions.
• Curiosity: Seek out new ideas and opportunities for improvement.
• Efficiency: Strive to work smarter, ensuring processes are streamlined and effective.
• Teamwork: Collaborate effectively with colleagues to achieve common goals.

If you are passionate about hospitality and enjoy ensuring guests have memorable experiences, we invite you to apply for this exciting opportunity. Join us in our commitment to excellence and be a part of a dynamic team dedicated to exceptional customer service.