[Hiring] Guest Experience Associate @Smart Suites

Role Description

As we scale toward 400+ listings, we are expanding our remote operations team and are inviting Guest Experience Associates to join us as independent contractors, working remotely from the Philippines.

Important Notes Before You Apply:

• Role Type: Full-time independent contractor. This is not a permanent employee role.
• Compensation: AU$1,300–1,500 per month (all-in).
• Experience Required: Minimum 2–3 years in guest relations in short-stay rentals, Airbnb operations, hospitality operations, or property management support. Familiarity with booking platforms, listings management, reviews, or backend coordination is essential.
• Time & Productivity Tracking: All contractors use Hubstaff for time and activity tracking. This system ensures accuracy, transparency, and efficiency in work monitoring and payment processing.
• 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 – 2:00 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:

• Initial Interview (30 - 45 min): A conversation about your background, motivation, and fit.
• Technical Live Assessment (60 - 90 min): Real-time guest service and operations scenarios.
• Behavioral Interview (60 min): Explore your communication style, adaptability, and cultural fit.
• Meet the Founder Session (30 - 60 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.

Qualifications

• 2–3 years of experience in short-stay rentals, Airbnb operations, property management, or hospitality back-office roles.
• Experience using OTA platforms (e.g., Airbnb, Booking.com) and property management systems.
• Strong written communication skills with attention to clarity and accuracy.
• Highly organized, detail-oriented, and comfortable managing multiple systems.
• Proactive, accountable, and able to work independently.
• Comfortable working in a fast-paced, scaling operations environment.

Requirements

• Manage end-to-end guest communication across Airbnb and other booking platforms.
• Respond to inquiries, requests, and issues with an operational, solutions-focused mindset.
• Escalate complex matters appropriately while maintaining ownership.
• Assist the Listing Department to maintain property listings to ensure accuracy and completeness.
• Ensure booking data, guest notes, and system records are correct and up to date.
• Track guest reviews, encourage guests to leave reviews, assist with responses, and flag recurring issues.
• Support documentation and follow-ups for damage claims.
• Coordinate with logistics teams regarding linen schedules, consumables, and operational needs.
• Support inventory tracking and backend operational tasks.
• Follow SOPs and identify opportunities for process improvement.
• Admin support (such as invoices, sales orders, etc.).

Benefits

• Opportunity to work with a growing, AI-driven hospitality brand.
• Be part of a culture that feels more like a sports team than a company — accountable, collaborative, and driven by results.

Company Description

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.