Guest & Owner Relation Manager

Overview

We’re looking for a Guest & Owner Relation Manager — someone who’s passionate about hospitality, communication, and creating memorable experiences.

Candidates with a solid marketing background and a willingness to oversee marketing functions (including content and brand visibility) as part of their key responsibilities will be considered for an enhanced benefits package.

This position is open to both local and expatriate candidates (with IMTA and KITAS provided).

If you excel at managing Airbnb and other OTA platforms, have strong marketing and sales acumen, and love solving problems with a smile, we’d love to meet you!

As part of your role, you’ll not only lead the Guest Relations and Owner Relations teams but also oversee marketing strategies, manage online visibility, and drive sales performance across multiple channels.

Key Responsibilities

Guest & Owner Relations Manager responsibilities include overseeing guest communication, owner satisfaction, and the performance of the Guest Relations (GRO) team. The role ensures exceptional guest experiences, accurate and timely communication with owners, and optimal performance across all booking platforms.

Guest Relations & Experience

• Lead and supervise the GRO team to ensure all guest communications across booking platforms (Airbnb, Booking.com, Marriott Homes & Villas, and others) are handled promptly, accurately, and professionally.
• Ensure all guest inquiries are followed up in a timely manner and resolved with empathy and efficiency.
• Oversee and review all guest feedback and online reviews—ensuring responses are polite, well-worded, and aligned with brand standards.
• Ensure GRO team writes and posts reviews for Airbnb guests, and review content accuracy, tone, and language before submission.
• Monitor guest satisfaction levels and review scores, maintaining consistent high ratings across all platforms.
• Provide additional courtesy or compensation gestures for guest issues that cannot be resolved at GRO level, ensuring service recovery is handled with professionalism and care.

Performance & Revenue Management

• Monitor OTA (Online Travel Agency) performance, pricing, and availability to maximize occupancy and revenue.
• Create and manage new OTA listings, ensuring all property information, photos, and descriptions are accurate, appealing, and aligned with brand and operational standards.
• Coordinate with the operational and housekeeping teams to ensure each property’s presentation matches the online listing and brand standards.
• Monitor and manage Damage Requests—ensuring claims are submitted correctly and followed through until resolution.

Owner Relations

• Attend to messages and inquiries from villa owners/clients via the communication groups, providing timely and accurate updates.
• Coordinate with the Operational team to communicate owner approvals required for major maintenance or villa improvements.
• Conduct regular and random villa inspections to ensure property quality aligns with listing descriptions and meets ownership expectations.
• Liaise with the Accounting team regarding monthly owner reports and payout schedules, ensuring accuracy and timely delivery.
• Guide, train, and support the GRO team in communication best practices, hospitality standards, service recovery handling, and performance improvement.
• Manage and motivate the team through regular training, coaching, and performance reviews to ensure high engagement and accountability.
• Oversee and manage guest reviews across all platforms, ensuring timely and professional responses while using feedback to improve service quality.
• Foster a positive, solution-oriented team culture that emphasizes guest satisfaction, accountability, and continuous improvement.
• Work closely with other departments (Operations, Housekeeping, Accounting, and Marketing) to ensure seamless coordination and consistent service quality.

Requirements

• Proven experience in Guest Relations, Front Office, or Hospitality Management, preferably within villas, boutique resorts, or short-term rental operations.
• Strong knowledge of OTA platforms, especially Airbnb host tools, analytics, and performance optimization.
• Excellent written and verbal communication skills in English, with a professional and guest-focused tone.
• Highly detail-oriented, proactive, and capable of managing multiple priorities in a fast-paced environment.
• Familiarity with Channel Managers, particularly PriceLabs and Hostaway, is a strong advantage.
• Strong network and relationships with travel agents or local villa agencies will be viewed as an added advantage.
• Willingness to work flexible hours, including weekends or public holidays when required to support guest or owner needs.

Why Join Us

• Supportive and collaborative work culture
• Opportunity to grow in the hospitality and villa management industry
• Competitive salary and performance incentives
• Dynamic environment with international guests and partners