Reservations & Guest Support Assistant

AirKeeper; Sydney; On-site; AUD 28,000 - 39,000; Part time

Benefits offered by this job

Career progression opportunities

Training in hospitality management

Exposure to multiple booking channels

Job summary

AirKeeper in Sydney is seeking a Reservations & Guest Support Assistant to manage day-to-day reservations and guest communications. The role is based in our Sydney office with casual hours and potential progression to full-time, depending on performance and business needs.

You will work across hospitality channels, support guest experiences, and collaborate with Reservations, Guest Experience, Operations and Property Management teams to ensure smooth stays and accurate bookings.

Qualifications

• Experience in hotel reservations, accommodation, travel or hospitality.
• Studies in Hotel Management or Hospitality Management or Tourism or related field.
• Strong communication and organisational skills.

Responsibilities

• Manage and respond to guest reservation enquiries across multiple channels.
• Assist with bookings on Airbnb, Booking.com and direct bookings.
• Support guests before, during and after their stay.
• Handle reservation amendments, cancellations and issues.
• Support direct bookings including guest communication and administration.
• Assist with payment, bond, damage and insurance-related processes.
• Coordinate with property managers and on-ground teams for smooth operations.
• Maintain accurate reservation data across systems.
• Support busy periods, weekends and peak holiday periods.
• Identify opportunities to improve guest experience and processes.

Skills

Guest service

Communication

Organisation

Problem solving

Tech-savvy

Team player

Customer service

Education

Hotel Management / Hospitality Management degree

Job description

Reservations & Guest Support Assistant
Sydney Office | Casual – 5 Days per Week | Pathway to Permanent Full-Time

About AirKeeper

AirKeeper is an established Australian short-term rental and holiday property management company managing hundreds of properties across multiple states.

As we continue to grow, we are looking for a Reservations & Guest Support Assistant to join our Sydney team.

The position will initially be offered on a casual basis, working approximately five days per week from our Sydney office. Following an initial three-month period, there will be an opportunity for the right person to transition into a permanent full-time position, subject to performance, suitability and business requirements.

This role would suit someone with previous experience in hotel reservations, accommodation, travel or hospitality, as well as someone who has completed studies in Hotel or Hospitality Management and is looking to develop their career within a growing property and hospitality business.

For the right person, there will be genuine opportunities to take on greater responsibility and progress within our Reservations and Guest Experience team, including exposure to direct bookings, insurance and claims processes, guest experience and broader operations.

The Role

Based from our Sydney office, you will support the day-to-day management of reservations across AirKeeper's portfolio and work closely with our Reservations, Guest Experience, Operations and Property Management teams.

Your responsibilities will include:

• Managing and responding to guest reservation enquiries.

• Assisting with bookings across Airbnb, Booking.com, direct bookings and other channels.

• Supporting guests before, during and after their stay.

• Managing reservation amendments, cancellations and booking-related issues.

• Assisting with direct bookings, including guest communication and booking administration.

• Supporting payment, bond, damage and insurance-related processes where required.

• Helping resolve reservation or guest issues quickly and professionally.

• Liaising with property managers and operations teams when on-the-ground assistance is required.

• Maintaining accurate reservation information across our systems.

• Supporting the team during busy periods, weekends and peak holiday periods.

• Identifying opportunities to improve the guest experience and reservation processes.

Who We're Looking For

We are open to candidates at different stages of their career.

You may already have experience in:

• Hotel or accommodation reservations

• Front office or guest services

• Holiday rentals

• Travel or tourism

• Customer service within hospitality

Alternatively, you may have recently completed or be completing studies in Hotel Management, Hospitality Management, Tourism or a related field and be looking for an opportunity to build a long-term career in the industry.

Most importantly, we are looking for someone who is:

• Professional and confident communicating with guests.

• Highly organised and able to manage multiple priorities.

• Calm and solution-focused when dealing with problems.

• Comfortable using technology and learning new systems.

• Reliable and able to work independently as well as within a team.

• Detail-oriented, particularly when managing bookings and payments.

• Interested in building a career within hospitality, reservations and property management.

Availability & Flexibility

Our guests stay with us seven days a week, so reservations and guest support cannot operate exclusively during standard Monday-to-Friday hours.

The position is Sydney office-based, however candidates must be comfortable with reasonable roster flexibility, including participating in rotating evening or weekend coverage when required and supporting additional shifts during busy periods or team leave.

This does not mean working every weekend, but flexibility is an important part of the position.

What We Offer

• Full-time position based in our Sydney office.

• Training across short-term rental and accommodation management.

• Exposure to a large and diverse portfolio of properties.

• Opportunity to work across multiple booking channels and systems.

• Genuine career progression for the right person.

• A role combining hospitality, technology, property and customer experience.