Job Description
Hello Queenstown is searching for detail-oriented, friendly, and proactive assistants to join our Customer Engagement & Reservation Support team. You’ll be the first point of contact for guests staying at our 160+ short-term rental properties — answering questions, solving problems, and helping guests have an unforgettable experience in Queenstown, New Zealand.
This is a full-time, on-site role based in the Philippines, ideal for candidates with excellent English skills, a passion for service, and experience in hospitality, reservations, or customer support. If you’re calm under pressure, love solving problems, and want to work with a professional and welcoming team — this role is for you.
Job Title
-
Customer Engagement & Reservation Assistant
Work Schedule
- Mid Shift
Job Qualifications/Requirements
- Fluent English speaker (written and spoken).
- Experience in hospitality, customer service, or virtual assistance (STR or Airbnb experience is a big plus!).
- Strong attention to detail and great written communication.
- Calm, empathetic, and proactive when solving guest concerns.
- Able to work independently while staying connected with a remote team.
- Comfortable using cloud tools (Google Workspace, Slack, Trello/Basecamp, or similar platforms).
- Available for shift work aligned with New Zealand time zones (including some weekends).
Job Responsibilities
- Responding promptly to guest messages via booking platforms (Airbnb,
Booking.com, etc.), email, and phone. - Answering guest questions, providing local information, and guiding them through the check-in and stay process.
- Handling last-minute requests or issues with empathy and efficiency.
- Managing bookings, calendar updates, and coordinating reservation changes.
- Monitoring booking inquiries and pre-stay communications to ensure no details are missed.
- Liaising with the pricing and property admin team where needed to confirm offers or exceptions.
- Sharing relevant guest information with property managers, cleaning teams, and contractors.
- Coordinating guest requests (e.g. early check-ins, late checkouts, lost items) with on the-ground staff.
- Updating internal tools and task boards with clear, accurate information.
- Assisting with documentation, checklists, and booking summaries as required.
- Supporting the property management team with ad hoc admin tasks.
- Helping improve workflows and guest service standards over time.
Good luck and God Bless!