Guest Relations & Reservations Coordinator (Remote)

About the Job:

We’re looking for a proactive and commercially minded Online Guest Relations & Reservations Coordinator to maximise occupancy, increase revenue, and deliver exceptional guest experiences. This role combines guest communication, reservations management, and revenue optimisation. You will be responsible for ensuring our villas maintain the highest possible occupancy by actively monitoring booking calendars, adjusting pricing, improving listings, and identifying opportunities to fill reservation gaps.

Key Responsibilities:

Guest Relations

• Respond promptly to enquiries across Airbnb, Booking.com, WhatsApp, email, and other booking platforms.
• Convert enquiries into confirmed bookings through excellent communication and follow-up.
• Provide exceptional customer service before, during, and after each stay.
• Handle booking modifications, cancellations, and guest requests professionally.
• Coordinate with housekeeping, maintenance, and villa management to ensure seamless guest experiences.

Reservations & Revenue Optimisation

• Monitor booking calendars daily to identify occupancy gaps.
• Actively work to fill unreserved dates by implementing pricing strategies and promotional offers.
• Adjust nightly rates based on demand, seasonality, occupancy, and local market trends.
• Continuously optimise Airbnb and OTA listings by improving descriptions, titles, amenities, and etc to maximise booking conversions.
• Analyse competitor pricing and performance to maintain a competitive position.
• Recommend and implement strategies to increase occupancy and overall revenue.

Upselling & Sales

• Identify opportunities to upsell guests before and during their stay.
• Promote services including: Airport transfers, Scooter and car hire, Tours and activities, Spa treatments, Wellness experiences, Early check-in and late check-out, Romantic packages and special occasions
• Maximise revenue through additional guest services and personalised recommendations.

What We’re Looking For

• Excellent written and spoken English.
• Previous experience managing Airbnb or hospitality reservations.
• Strong understanding of pricing strategy and occupancy management.
• Commercial mindset with a focus on increasing revenue.
• Excellent sales and customer service skills.
• Highly organised with exceptional attention to detail.
• Able to manage multiple conversations and booking platforms simultaneously.
• Experience with Airbnb, Booking.com, and channel managers is highly desirable.

Key Performance Indicators (KPIs)

• Response time to guest enquiries.
• Booking conversion rate.
• Occupancy percentage.
• Revenue per available night (RevPAN/RevPAR).
• Upsell revenue.
• Guest review scores
• Success in reducing vacant nights through pricing and listing optimisation.

Why Join Us?

You’ll play a key role in growing a premium villa portfolio by driving bookings, increasing revenue, and creating exceptional guest experiences. This is an opportunity to make a measurable impact on business performance while growing with a fast-expanding hospitality company.