Hotel Reservations Coordinator Senior

Job Description

You will be the first point of contact for guests across our short-term rental portfolio. Working remotely within our VA team, you will manage the full guest journey — from pre-arrival through to post-stay — across multiple properties and brands. This role requires flexibility, strong written communication, and the ability to work independently within clear SOPs and escalation protocols. 

KEY RESPONSIBILITIES:

• Manage all guest communications across Airbnb, Booking.com, Vrbo, and email 

• Coordinate check-in and check-out, including access, arrivals, and departures 

• Complete daily operational checks — payments, bonds, arrival info, check-in forms 

• Vet new bookings — ID verification, screening, flagging at-risk reservations 

• Liaise with cleaning teams for turnovers, issues, and last-minute changes 

• Monitor and flag guest reviews across all OTAs platforms 

• Log incidents, complaints, and notable guest behaviour accurately 

• Escalate maintenance issues, refund requests and disputes — never act independently 

Qualifications and Requirements

• Australian STR company experience — essential 
• Hands-on OTA platform experience (Airbnb, Booking.com, Vrbo) 
• Property management system experience (Resly or similar) 
• Professional written English — warm, clear, brand-appropriate 
• Able to manage high volume across multiple properties simultaneously 
• Reliable AEST availability and strong remote work discipline 
• Experience with daily ops checks, guest vetting, and cleaner comms 
• Comfortable working within SOPs, checklists, and escalation frameworks