About the Guest Experience Executive Role

Crucial Hiring Requirement: This is not an entry-level position. You must have at least two full years of direct experience in a guest-facing operational role specifically at an Airbnb management, serviced accommodation, or short-let business that managed at least 50 properties. Applications without this specific, verifiable background will be instantly rejected.

Core Responsibilities & Daily Operations

• Manage all incoming guest messages across Airbnb, Booking.com, WhatsApp, and email, strictly maintaining a fifteen-minute response standard during your active shift.
• Chase and confirm guest verification documents and check-in details ahead of every scheduled arrival.
• Finalize and confirm all cleaning and maintenance jobs for the following day, immediately resolving any unaccepted tasks.
• Handle real-time operational emergencies including smart-lock access failures, urgent maintenance faults, noise complaints, and late-night arrivals.
• Manage the end-to-end damage claim process, which includes gathering photographic evidence, filing through the correct platform (e.g., AirCover), and pursuing the claim to a resolved financial outcome.
• Escalate complex disputes and formal platform complaints efficiently using a documented five-line escalation format.
• Submit formal review removal requests for feedback that breaches platform policies, carefully tracking the outcome.
• Capture and process upsell requests, including early check-ins, late check-outs, and additional guest fees.
• Compile and submit a comprehensive, written end-of-day handover report at the close of every shift without exception.

Strict Qualifications & Industry Experience

• Experience: Minimum of 2 years in reservations, guest relations, or customer service at an Airbnb/short-let management company.
• Portfolio Size: You must have worked for an operator managing 50 or more properties (you will be required to name the company and verify this during the interview).
• Platform Knowledge: Deep, hands-on experience with Airbnb and Booking.com’s resolution centers, review systems, and AirCover claim processes.
• Communication Skills: Impeccable written English tailored to high-paying UK short-let clientele.

Shift Patterns & Work Environment

• Work Days: Wednesday to Sunday (Weekends are mandatory due to high check-in volumes).
• Working Hours: 14:00 to 22:00 UK time. (Translates to 16:00 to 00:00 SAST in UK Winter, and 15:00 to 23:00 SAST in UK Summer).
• Workstyle: Highly autonomous, checklist-driven, and calm under high-pressure scenarios (e.g., managing a locked-out guest late at night).

System, Technical & Workspace Requirements

• Internet Speed: Fibre broadband connection with a minimum of 25 Mbps download and 10 Mbps upload, plus a dedicated mobile data backup.
• Power Backup: An Uninterruptible Power Supply (UPS) or inverter capable of keeping your workstation and router online throughout loadshedding schedules.
• Workspace: A dedicated, quiet, and professional home office space for handling guest calls.
• Legal: Valid right to work in South Africa.

Remuneration, Allowances & Career Growth

How to Apply & Mandatory Assessment Tasks

1. Damage Claim Summary (Max 200 words): Describe a damage claim or review removal you personally handled. Detail the incident, the evidence you gathered, and the final outcome.
2. Scenario Response Test: A guest who checked in two hours ago messages at 18:30 on a Saturday. They state the flat is clean but the shower only runs cold water, and they have a dinner reservation in 90 minutes. Write the exact message you would send them, and then separately list your immediate next steps in sequential order.