Guest Relations & Property Operations Coordinator

Positioned within an established firm specialising in the UK serviced accommodation sector, this role is critical for maintaining operational continuity and guest satisfaction part-time during peak after-hours periods. The successful candidate will be the primary point of contact for a portfolio of 80 properties, ensuring a smooth experience for corporate and leisure guests while supporting the organisation’s direct-booking strategy. Key Responsibilities Primary Guest Liaison: Act as the first point of contact for guest inquiries, property concerns, and troubleshooting requests, delivering professional and rapid resolutions. Strategic Lead Conversion: Utilise specific scripts to guide inquiries away from third-party platforms toward direct booking channels to optimise organisational tax and platform efficiencies. Operational Troubleshooting: Coordinate property-related issues by assessing guest needs and providing immediate guidance or escalation according to established protocols. System Administration: Maintain accurate records within a bespoke property management system, ensuring all bookings and communications are updated in real-time. Collaborative Handover: Work closely with the UK-based team to ensure a fluid transition between daytime operations and evening/weekend support. Requirements Requirements Industry Experience: A proven track record in customer service or virtual assistance, specifically within the property leasing, Airbnb, or Booking.com environments. Communication Excellence: Exceptional verbal and written UK English skills with the ability to maintain a professional, calm, and helpful tone under pressure. Technical Agility: Proficiency with bespoke software systems and adherence to structured operational scripts. Independence: A self-motivated individual capable of working effectively in a remote capacity with minimal supervision. Availability: Must be able to commit to the specified evening and weekend hours consistently Prior experience dealing with the UK property market. A "growth-oriented" mindset with the desire to increase commitment as the organisation scales. Required Software Skills Google Workspace / Microsoft Office. Property Management Systems (PMS). WhatsApp for Business. Benefits Work Type & Location Location: Remote (Candidates must be based in South Africa). Work Type: Home-based. Employment Type Type: Part-Time / Ongoing Contract. Hours: Weekdays (17:00 – 21:00) and weekends (when required, between 10:00 – 21:00).