[Hiring] Short-term Rental Guest Reservations Manager @Buddle

Role Description

As a Short-term Rental Guest Reservations Coordinator , you will play a key role in creating seamless and memorable guest experiences across our holiday accommodation portfolio. Serving as the first point of contact, you’ll represent the client’s brand values by delivering attentive, personalised, and proactive service at every stage of the guest journey. This role is central to ensuring guest satisfaction and operational excellence.

• Provide prompt, courteous, and informative responses to guest inquiries via phone, email, software platforms, and in person.
• Manage reservations efficiently, confirm details, process payments, and handle special requests while encouraging direct bookings.
• Process guest payments and monitor upcoming bookings to ensure all reservations are fully paid before arrival.
• Log and manage maintenance requests, liaising with internal staff, external contractors, owners, and guests to ensure timely resolution.
• Act as the primary point of contact for guest issues and disputes, coordinating with cleaning and maintenance teams and managing post-stay damage claims through appropriate channels.
• Communicate reservation changes with the cleaning department, particularly for last-minute bookings or altered check-in/check-out times.
• Collect, log, and share guest feedback to support continuous improvement of guest experiences.
• Follow the Triage Communication Procedure to ensure professional and effective communication with clients, staff, and stakeholders.
• Support the team by completing ad-hoc tasks and responsibilities as required by management.

Qualifications

• Minimum of 3 years’ experience in guest reservations, short-term rentals, property management, or a related hospitality role.
• Warm, empathetic, and professional in all interactions, with a passion for delivering exceptional service.
• Strong interpersonal and communication skills across phone, email, software, and in-person channels.
• Accurate in managing reservations, payments, and service requests.
• Proactive in resolving guest issues, finding fair solutions, and maintaining positive relationships.
• Previous experience in customer service or hospitality, demonstrating professionalism and commitment to guest satisfaction.
• Proficient with booking management platforms such as Airbnb, Booking.com, and direct booking systems; experience with Guesty, Breezeway, Suite-Op, Google Suite, Notion, and Slack is highly regarded.
• Willing to take on additional responsibilities, learn new skills, and grow with the company.
• Familiarity with bookkeeping and payroll (preferred, not essential).

Benefits

• Health insurance
• Internet allowance
• KPI incentive program
• Fortnightly virtual happy hour
• Annual group offsites

Finer Details

• Schedule: TBD
• Start Date: TBD
• Location: Manila, Metro Manila (Remote)
• Department: Buddle - Ops Team
• Employment Type: Full-Time
• Minimum Experience: Experienced