Guest Comms and Operations Specialist - Airbnb BDC Direct

GUEST COMMS & OPERATIONS SPECIALIST — High Responsibility Role
Salary: PHP 65,000/month

Sunday to Friday (Wednesdays and Saturdays off)

This role is probably not for you. We are looking for an elite level, top player.

Are you an A* Organised Multi-Tasker?

Are you the type of person who can handle messages, cancellations, calm guests down, protect revenue, upsell confidently, and still keep systems organised like a machine, all at once and still be in charge?

Are you a great speaker on the phone? Can you do maintenance Co-ordination?

PureStay manages 60+ short-stay properties across the UK

Operations is the heartbeat of the business — and we’re hiring a Guest Comms all-rounder / Hospitality Operations Expert to become the front line of guest relationship development and help drive direct bookings + revenue, while also supporting the wider ops engine (including light maintenance coordination support for Carlos).

This is not an entry-level VA role. This is for someone who excels, is the best, and already knows the short-stay/OTA world and wants a serious long-term position in a fast-growing UK company.


Managing guest communication across multiple channels (Airbnb + OTAs + direct)
Handling escalations quickly and professionally (complaints, issues, high-pressure situations)
Protecting revenue and reducing refunds where possible (without damaging brand reputation)
Driving guest relationship development and confidently extending / selling when appropriate
Taking ownership of guest relationship comms and upsell conversations
Supporting Maintenance coordination when needed (booking trades, updates, follow-ups)
Communicating with our Sub Contracting HK Teams and ensuring their training is sharp at all times

Top Priorities (Non-Negotiable Skills)

OTA + Systems expertise: Airbnb, ---------- , channel manager experience, multi-OTA workflows
Listing expertise: you understand listings, optimisations, content edits, and performance improvements
Relationship building: you listen properly, ask the right questions, and handle people with presence and confidence
Maintenance coordination support: you can work with trades, follow up, and keep everyone aligned


You are:

Excellent in spoken and written English (UK-facing communication daily)
High energy, calm under pressure, and confident on calls
Extremely organised (you don’t drop balls)
Proactive and solutions-first (you don’t wait to be told)
Executive Assistant-minded: you anticipate, you clarify, you execute
You know your worth and want to help scale a serious team to the next level
You know your weaknesses, when you are tired, and not at full strength (happens to us all)

Schedule & Pay
Salary: PHP 65,000/month (we want a high-level person)
Work days: Sun, Mon, Tues, Thurs, Fri
Weekdays 10:00–20:00 UK

Benefits:
2 weeks paid holiday
1 week sick pay
3 months probation period

Platforms You’ll Use
Airbnb, ---------- , other OTAs, Uplisting, WhatsApp, email, Stripe, Google Drive, Trello, Slack, Bigin by Zoho, Pricelabs, Ring Central, Ring Doorbell

How To Apply

Subject Line - NEW2026 Application

Include:
A short cover letter (max 200–300 words) explaining why you are a fit for short-stay guest comms + ops
Your updated CV

A 1–3 minute intro video

Answer these 4 questions (short, direct):
Q1: What channel manager(s) and OTAs have you used daily?
Q2: What do you do when a guest demands a refund due to an issue at check-in? (Outline your steps.)
Q3: What’s your experience with deposits/waivers/claims/ID checks + Stripe?
Q4: What does “excellent guest comms” look like?

Applications without answers + video will not be reviewed.

Good luck.

JP