Guest and Reservations Agent (VA) - WFH
Confirmed on the employer's own hiring board on Oct 29, 2026. First seen by Alion on Oct 28, 2026. Cloudstaff scores B on the Alion truth index.
You will be the first point of contact for guests across our short-term rental portfolio. Working remotely within our VA team, you will manage the full guest journey - from pre-arrival through to post-stay - across multiple properties and brands. This role requires flexibility, strong written communication, and the ability to work independently within clear SOPs and escalation protocols.
KEY RESPONSIBILITIES:
- Manage all guest communications across Airbnb, Booking.com, Vrbo, and email
- Coordinate check-in and check-out, including access, arrivals, and departures
- Complete daily operational checks - payments, bonds, arrival info, check-in forms
- Vet new bookings - ID verification, screening, flagging at-risk reservations
- Liaise with cleaning teams for turnovers, issues, and last-minute changes
- Monitor and flag guest reviews across all OTAs platforms
- Log incidents, complaints, and notable guest behaviour accurately
- Escalate maintenance issues, refund requests and disputes - never act independently
Qualifications
- Australian STR company experience - essential
- Hands-on OTA platform experience (Airbnb, Booking.com, Vrbo)
- Property management system experience (Resly or similar)
- Professional written English - warm, clear, brand-appropriate
- Able to manage high volume across multiple properties simultaneously
- Reliable AEST availability and strong remote work discipline
- Experience with daily ops checks, guest vetting, and cleaner comms
- Comfortable working within SOPs, checklists, and escalation frameworks
Perks and benefits
Comprehensive health and life insurance starting on your 16th day of employment, including coverage for one free dependent
Flexible leave credits that can be used for vacation, emergencies, and sick leave
Exciting Mid-Year Parties with giveaways and cash prizes!
Endless opportunities for career advancement
We set you up for success with a company-provided PC/laptop and fiber internet connection
Tech-on-Wheels support
Join our CS Social Clubs and Special Interest Groups to connect with colleagues
International career growth and networking opportunities
Unlimited cash incentives for successful referrals
In-house psychiatrist available to support employees' well-being
Become part of the Employee Share Units program
Cloudstaff Dream Points - redeemable for useful items like appliances, kitchen gadgets, and more
CLOUDSTAFF: BUILD YOUR CAREER, ANYWHERE
Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.
WHY CLOUDSTAFF IS THE #1 WORKPLACE?
- Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
- Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
- Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.