Guest Liaison and Property Manager Support (RES03182026)

About Us 

Buddle was founded to address the growing demand for reliable and efficient staffing solutions across diverse industries globally. Our mission is to seamlessly connect businesses with skilled professionals, fostering long-term partnerships that benefit both parties. At Buddle, we prioritise trust, value, and sustainability in every staffing solution we provide.

About the Role

As the Guest Liaison and Property Manager Support, you will serve as the cornerstone of guest communication and day-to-day operational coordination, ensuring seamless stays across the client’s short-term holiday rentals. In this multifaceted role, you will not only manage guest interactions and maintenance requests, but also support cleaner coordination, scheduling, and quality control to uphold high operational standards.

You’ll wear multiple hats—balancing guest experience, cleaner logistics, and property support. If you are highly organized, proactive, and committed to delivering exceptional service while coordinating across multiple stakeholders, we’d love to meet you!

Key Responsibilities
Guest Liaison:

• Respond promptly and professionally to guest inquiries across multiple booking platforms (Airbnb, Booking.com, VRBO, Company Website).


• Vet potential guests to ensure they meet booking criteria and identify any potential red flags.


• Proactively communicate with guests throughout their booking journey, providing clear instructions, local recommendations, and addressing concerns.


• Complete accurate and insightful guest reviews and collect feedback to enhance overall experience.


• Manage the company email inbox, including responding, forwarding, and assigning emails as needed.


• Answer, log, and action guest phone calls, providing solutions or escalating issues when necessary.

Cleaner Coordination & Quality Control:

• Monitor cleaner shifts throughout the day to ensure jobs are progressing within scheduled timeframes.


• Review shift photos and cleaner notes to ensure cleaning standards and quality expectations are consistently met.


• Communicate with cleaners via phone to follow up on timing, job completion, and quality checks.


• Escalate any performance or quality concerns to senior staff when required.

Cleaner Scheduling & Logistics:

• Assign cleaning shifts as bookings and job requests come in, ensuring efficient and timely coverage.


• Allocate jobs to the most appropriate cleaners based on location and travel time.
  


• Support same-day scheduling initially, with progression into advanced and forward scheduling as experience grows.


• Maintain regular communication with cleaners to ensure smooth daily operations.

Operations and Maintenance:

• Log and manage maintenance requests in internal systems, ensuring all relevant details are captured.


• Gather necessary information from guests regarding reported issues.


• Troubleshoot minor maintenance concerns where possible before escalation.


• Liaise with property owners for approvals when required.


• Issue work orders to trades and contractors and monitor progress through to completion.


• Follow up on maintenance tasks to ensure timely resolution based on urgency.


• Utilise property management systems (e.g., Homhero) to manage bookings, communications, and tasks.


• Maintain and update property information and documentation in Google Drive.

Stock & Linen Support:

• Assist in ordering and maintaining appropriate stock levels for cleaning supplies and linen.


• Support regular stock checks to ensure operational readiness and efficiency.

Maintaining Excellence:

• Identify opportunities to enhance guest experience and operational efficiency.


• Uphold company policies and maintain high standards of professionalism and service.


• Collaborate closely with team members to ensure seamless service delivery across all touchpoints.

Other Responsibilities

• Complete additional tasks assigned by the team as needed.


• Stay up to date on industry trends and best practices in short-term rentals.


• Foster a positive, proactive, and collaborative team environment.

About You

• Excellent written and verbal communication skills with strong customer service or hospitality experience.


• Highly organized with strong time management skills and attention to detail.


• Ability to multitask, prioritize, and thrive in a fast-paced environment.


• Experience with booking platforms and tools such as Homhero, Google Drive, Gmail, Airbnb, Booking.com, and VRBO is preferred.


• Strong problem-solving skills with a proactive, solutions-focused mindset.


• Comfortable communicating frequently via phone and coordinating with multiple stakeholders.


• Ability to work independently and as part of a team.

Buddle Benefits Included

 Health insurance

 Internet allowance

 KPI incentive program

 Fortnightly virtual happy hour 

 Annual group offsites

Finer Details

Schedule: TBD
Start Date:
TBD