Guest & Platform Support Specialist

About Premier Pads
Premier Pads is a fast-growing luxury short-term rental management company focused on delivering exceptional guest experiences and protecting homeowner revenue.
We are looking for a Guest & Platform Support Specialist who can communicate professionally, solve problems quickly, and deliver exceptional guest experiences across multiple booking platforms.
If you're calm under pressure, enjoy helping people, and can turn frustrated guests into happy guests, we'd love to hear from you.

What You'll Do:

Guest Communication
- Manage guest communication from inquiry through checkout
- Respond to guest messages quickly and professionally
- Answer questions regarding reservations, properties, and local information
- Assist guests before, during, and after their stay

Reservation Support
- Process reservation modifications and cancellations
- Manage guest escalations
- Coordinate solutions with Operations and Vendor teams
- Monitor platfor ---------- ssages and ensure response time standards are met

Platform Management
- Respond to platform support requests
- Resolve OTA issues and disputes
- Help prevent cancellations and platform penalties
- Ensure compliance with Airbnb, VRBO, ---------- , and company standards

Guest Recovery & Review Protection
- De-escalate unhappy guest situations
- Help prevent negative reviews whenever possible
- Collaborate with internal teams to resolve issues quickly
- Document recurring guest concerns and recommend improvements

Knowledge Management
- Update Besty AI knowledge base
- Improve guest response templates
- Maintain accurate property information

Requirements
- Excellent written English
- Strong customer service skills
- Strong conflict resolution skills
- Comfortable working with multiple software systems
- Hospitality, customer service, support, or property management experience preferred
- (HARD CRITERIA) Experience working with Airbnb and similar OTAs
- (HARD CRITERIA) Advanced knowledge with PMS tools like Guesty, Besty
- (HARD CRITERIA) Advanced knowledge of task management tools like Breezeway

Application Instructions
To apply, please submit:
- CV
- 2–3 minute video answering:
- Why are you interested in this role
- Complete the DISC assessment: ----------
- 123Test DISC Assessment
- Please include a screenshot of your results and send it to ---------- with the email subject - Guest & Platform Support Specialist Application


Failure to follow the instructions will result in automatic application rejection.