Offer summary

Qualifications:

Previous experience in content management, quality assurance, customer support, or hospitality, preferably in the short-term rental industry., Familiarity with online booking platforms like Airbnb, Vrbo, and Booking.com is highly desirable., Strong attention to detail and problem-solving skills are essential for diagnosing and resolving issues., Excellent written communication skills and the ability to manage multiple tasks effectively. .

Key responsibilities:

Monitor notifications and alerts from partner booking platforms for potential listing quality issues.

Investigate flagged issues by reviewing listing content and liaising with internal teams.

Take corrective actions to resolve identified issues and ensure compliance with platform standards.

Proactively review listings and recommend process improvements to minimize future quality issues.

Job description

This is a remote position.

Schedule:

Mondays to Fridays, 9:00 AM to 6:00 PM Australian Eastern Standard Time, with 1-hour unpaid break in between
40 hours per week or 8 hours per day
Client location or time zone: Sydney, NSW, Australia

Company/client overview

The client is a leading Australian short-term property management rental company.

About the Role

We are seeking a meticulous and proactive Listing Quality Specialist to join our client's team. This crucial role focuses on maintaining the integrity, accuracy, and overall quality of their short-term rental property listings across various online booking platforms (e.g., Airbnb, Booking.com, Vrbo, etc.). The successful candidate will be responsible for promptly investigating and resolving any quality issues flagged by these platforms, ensuring their listings remain active, attractive, and compliant, thereby maximising visibility and booking potential.

Key Responsibilities

Monitor & Triage: Actively monitor notifications and alerts from all partner booking platforms regarding potential listing quality issues (e.g., content inaccuracies, photo problems, policy discrepancies, guest complaints related to listing representation).
Investigate Issues: Conduct thorough investigations to understand the root cause of flagged issues. This may involve reviewing listing content (descriptions, photos, amenities, house rules), checking internal data sources, and liaising with internal teams (e.g., Property Managers, Photography, Guest Services).
Resolve & Rectify: Take corrective action to resolve identified issues swiftly and effectively. This includes updating listing details, uploading new photos, clarifying policies, and ensuring all information is accurate, complete, and meets platform standards.
Platform Liaison: Communicate directly with booking platform support teams when necessary to clarify issues, appeal decisions, or seek guidance on resolving complex quality flags.
Quality Assurance: Proactively review listings periodically to identify potential issues before they are flagged, ensuring adherence to both platform guidelines and internal quality benchmarks.
Process Improvement: Identify patterns in quality flags and recommend preventative measures or improvements to internal processes (e.g., content creation, photo guidelines, data synchronisation) to minimise future issues.

Requirements

Experience: Previous experience in content management, quality assurance, customer support, or hospitality (especially within the short-term rental industry) is highly desirable. Familiarity with platforms like Airbnb, Vrbo, and Booking.com is a significant advantage.
Detail-Oriented: Possesses an exceptional eye for detail and a commitment to accuracy.
Problem-Solver: Able to diagnose issues logically and implement effective solutions.
Organised: Capable of managing multiple tasks and platforms simultaneously, prioritising effectively under pressure.
Strong Communicator: Excellent written communication skills for crafting clear listing copy and liaising professionally.
Tech-Savvy: Comfortable navigating various online platforms and software. Experience with property management systems (PMS) or channel managers is a plus.
Proactive & Independent: Self-motivated to identify and address issues with minimal supervision.