Guest Support Specialist for Airbnb / Short-Term Rental Company

We are Sophari — a premium short-term rental company operating furnished apartments across downtown Bellevue, WA (near Seattle, USA). We serve corporate professionals, relocating tech employees, and extended-stay travelers, with guests booking through platforms like Airbnb, ---------- , and other online travel agencies.

We are a small, close-knit remote team where everyone does the core work. No one is above answering a guest message, logging a note, or following up on a reservation detail. If you like being hands-on and part of a high-ownership team, you will fit in well.

We are looking for a reliable, experienced Guest Support Specialist based in the Philippines to join us full-time, handle guest communications, resolve issues across our platforms, and support day-to-day guest operations.

About the Role
Full-time, remote role for candidates based in the Philippines.

Core schedule:

Weekdays (Monday–Friday): 3:00pm–11:00pm Pacific Time

Weekends (Saturday–Sunday): 10:00am–5:00pm Pacific Time

Weekend coverage on both days is required. If you are able to consistently work full weekend coverage, we can offer up to $8/hour.

You will work across several tools, including a property management system such as Guesty or Jurny, plus Airtable and Breezeway for tracking, coordination, and operations workflows.

This role is focused on reliable shift coverage, strong guest communication, and accurate execution of process.

What You Will Do
Monitor and respond to guest messages across booking channels such as Airbnb, ---------- , and direct reservations.

Handle common guest issues such as late check-ins, lockouts, extension requests, parking questions, Wi-Fi issues, and general stay support.

Log guest interactions, notes, and follow-ups accurately and in real time.

Coordinate with operations and cleaning teams on same-day issues, unit readiness, and turnover flags.

Work inside our systems and workflows, including a PMS such as Guesty or Jurny, Airtable, and Breezeway.

Identify and flag upsell opportunities such as early check-in, late checkout, parking, and extra cleaning, and send payment instructions when appropriate.

Escalate discount requests, pricing exceptions, and unusual situations according to our internal process.

What We Are Looking For
At least 2 years of experience in short-term rental operations, property management, hotel front desk, or hospitality guest support.

Strong written English and professional guest communication.

Experience with Airbnb, ---------- , Agoda, Expedia, or similar OTA platforms.

Organized and reliable; you log notes in real time, show up on schedule, and follow through on tasks.

Comfortable working independently from home while coordinating with a small remote team.

Calm, practical, and solution-focused when guests are frustrated or situations are unclear.

Comfortable learning and using systems such as a PMS (Guesty, Jurny, or similar), Airtable, and Breezeway.

What This Is Not
This is not a sales or account management role; it is a guest support and operations role.

This is not a high-autonomy pricing role; there are clear escalation paths for discounts and exceptions.

This is not a fit for someone juggling too many demanding clients at once; we need dependable coverage during scheduled hours.

Compensation and Growth
$5–$7/hour to start, depending on experience and fit.

Up to $8/hour for candidates who can consistently work full coverage on both weekend days.

Full-time hours based on the schedule above.

Paid onboarding and training period.

90-day review with the opportunity to revisit pay and responsibilities.

Room to grow as the company adds properties and expands operations.

How to Apply
Please answer all of the following in your application:

Describe your short-term rental, hotel, or hospitality guest support experience. Include number of properties or rooms supported, platforms used, and how long you did the work.

Confirm your availability for this schedule:

Weekdays: 3:00pm–11:00pm Pacific Time

Weekends: 10:00am–5:00pm Pacific Time

Confirm whether you can work both Saturday and Sunday on a regular basis.

Share your experience using any of the following: Guesty, Jurny, Airtable, Breezeway, or similar tools.

Share one example of a difficult guest situation you handled, what you did, and the outcome.

We take this hire seriously. Clear, direct, and specific applications stand out much more than long generic ones.