Overnight Guest Support Specialist (Airbnb | Short-Term Rentals)

About the role

An established short-term rental property management business with a large portfolio of Airbnb listings is looking for an Overnight Guest Support Specialist. You will be the first point of contact for guests while the rest of the team is offline, answering every message and making every arrival smooth. You use your own judgment to resolve routine issues, spot true emergencies and hand off clear notes to the daytime operations manager. The role is remote, part-time, Monday to Friday 12:00 AM - 5:00 AM EST, with a shared roster covering seven days.

Key responsibilities

• Respond to guest messages promptly and professionally during overnight and weekend hours
• Support late-night and early-morning arrivals, including check-ins through lock boxes
• Resolve routine guest issues independently whenever possible
• Distinguish emergencies from routine issues and escalate only urgent matters to the manager
• Log maintenance requests and guest issues clearly so the daytime manager can follow up the next day
• Track each unit's status so nothing is missed

Required profile

• Great communication skills with a respectful, professional tone
• Customer support or guest communication experience (extensive experience not required)
• Strong organizational skills to track multiple units and requests
• Sound judgment and ability to work independently overnight
• Reliability and timely responsiveness
• Comfortable working overnight shifts and weekends

Nice to have

• Hospitality or short-term rental guest support experience
• Comfort supporting guests arriving from other countries at late hours

What we offer

• Remote, part-time work with a minimum of 20 hours per week
• Shared roster with one other assistant for seven-day overnight coverage
• Freedom to use your own efficient methods
• Entry-level friendly: extensive experience not required
• Supportive reporting line to the operations manager
• Independent contractor perks: permanent work from home, immediate hiring, health insurance coverage for eligible locations