Job Description: Short-Term Rental Client & Guest Relationship CoordinatorPosition Summary
We are seeking a friendly, professional, and organised Short-Term Rental Client & Guest Relationship Coordinator to help maintain excellent relationships with both property owners and guests. The role focuses on proactive communication, ensuring clients are informed about their property's performance and guests receive outstanding customer service throughout their stay.
Key ResponsibilitiesClient Communication
- Conduct scheduled weekly phone calls with property owners.
- Provide updates on property performance, bookings, guest feedback, and any maintenance issues.
- Answer client questions and address concerns promptly.
- Build and maintain strong, professional relationships with clients.
- Record notes and follow up on agreed actions.
Guest Communication
- Contact guests before or during their stay to ensure everything is meeting expectations.
- Make courtesy calls to check guest satisfaction and resolve any issues quickly.
- Follow up after check-out to gather feedback and encourage positive reviews.
- Escalate maintenance or service concerns to the appropriate team when required.
Administration
- Maintain accurate records of all client and guest communications.
- Update CRM or property management systems with call notes and feedback.
- Coordinate with operations, housekeeping, and maintenance teams to ensure timely issue resolution.
- Assist with general administrative tasks related to property management.
Skills & Experience
- Excellent verbal communication and interpersonal skills.
- Friendly, confident, and professional telephone manner.
- Strong organisational and time management skills.
- Ability to build rapport with clients and guests.
- Good problem-solving abilities.
- Comfortable using property management software, CRM systems, and Microsoft Office or Google Workspace.
- Previous experience in hospitality, customer service, property management, or sales is desirable but not essential.
Personal Attributes
- Positive and customer-focused attitude.
- Reliable and self-motivated.
- Attention to detail.
- Empathetic and patient when handling guest concerns.
- Able to work independently and manage multiple conversations throughout the day.
Key Performance Indicators (KPIs)
- Complete all scheduled weekly client calls.
- Achieve high guest satisfaction scores.
- Respond promptly to guest and client concerns.
- Maintain accurate communication records.
- Support positive online reviews through proactive guest engagement.
Employment Type
- Part-time or Full-time (depending on business requirements)
- Remote or office-based (as applicable)
Reporting To
Property Manager / Operations Manager
Pay: From £550.00 per week
Benefits:
- Casual dress
- Company events
- Free parking
- Work from home
Work Location: Hybrid remote in Melbourne DE73
