Host/Hostess

Key Responsibilities

Guest Experience & Communication

• Manage all guest communication across the booking lifecycle (pre-arrival, check-in, during stay, and check-out)

• Provide clear, timely, and professional responses to guest queries

• Coordinate smooth check-in and check-out processes

Booking & System Management

• Maintain Hostaway calendar and reservation accuracy, including:

  • Monitoring new bookings, amendments, cancellations, and gaps

  • Flagging inconsistencies or risks to the team

• Manage guest access and verification workflows:

  • My Estate Life code generation

  • SuperSight follow-ups

Operations Coordination

• Coordinate guest requests with internal operations and cleaning teams

• Monitor visitor access and ensure compliance with estate/property rules

• Support and coordinate upsell opportunities through established processes

Issue Logging & Escalation

• Accurately log all incidents and maintenance issues via Asana, including:

  • Photos and supporting evidence

  • Unit and booking references

  • Guest impact and urgency levels

• Escalate all non-routine guest issues, complaints, or damage-related matters to the relevant team

After-Hours Support

• Participate in the on-call rota to:

  • Respond to urgent guest queries

  • Flag booking changes that may impact cleaning or operations

  • Ensure continuity of service outside standard hours

Skills & Experience Required

Experience

• Entry to mid-level experience in:

  • Hospitality

  • Short-term rentals

  • Property or guest services environments

• Exposure to property management or booking platforms advantageous (e.g. Hostaway or similar)

Technical Skills

• Comfortable using:

  • Property Management Systems (PMS)

  • WhatsApp and digital communication tools

  • Task management platforms (e.g. Asana)

• Strong administrative and coordination capability

Core Competencies

• Strong communication and interpersonal skills

• High attention to detail and accuracy

• Ability to remain calm and solution-focused under pressure

• Strong organisational and time management ability

• Process-driven with consistent follow-through

• Proactive problem-solving mindset

Behavioural Fit

The ideal candidate will:

• Be highly reliable and accountable

• Take ownership of the guest experience end-to-end

• Communicate clearly and professionally

• Anticipate issues before they arise

• Thrive in a fast-paced, detail-driven environment

Why Join This Opportunity?

This is an exciting opportunity to join a growing short-term rental business where you will play a key role in shaping the guest experience and operational excellence of the portfolio.

If you enjoy working with people, managing moving parts, and delivering high-quality service, this role offers strong exposure and growth within the hospitality and property space.

Working Hours

• Monday – Friday: 08:00 – 17:00

• After-hours:

  • On-call rota (1 week on / 1 week off, Monday – Sunday)

  • Includes weekend support for urgent guest matters

  • One weekday off in lieu of weekends worked

  • After-hours primarily focused on emergency support