Sunscape Properties is seeking a highly organised, customer-focused, and proactive Guest Communication Officer to manage all guest interactions throughout the entire guest journey across our portfolio of short-let properties.

The successful candidate will act as the primary point of contact for guests before, during, and after their stay, ensuring an exceptional customer experience through timely, professional, and solution-oriented communication.

This role is critical to maintaining high guest satisfaction scores, positive reviews, and operational efficiency. The Guest Communication Officer must be able to multitask, prioritise effectively, and remain calm under pressure whilst delivering outstanding customer service.

Key Responsibilities

Manage all guest communications across Airbnb, Hostify, direct bookings, WhatsApp, email, telephone and other communication platforms.
Respond promptly and professionally to guest enquiries before, during and after their stay.
Ensure response times meet or exceed company service level standards.
Provide guests with accurate information regarding bookings, properties, amenities, check-in procedures, local recommendations and house rules.
Build positive relationships with guests to ensure a welcoming and professional experience.
Monitor upcoming arrivals and departures.
Confirm booking details and verify guest information.
Send pre-arrival instructions, access details and welcome information.
Ensure all required guest documentation has been received prior to arrival.
Coordinate special requests wherever possible.
Respond efficiently to guest questions and requests.
Coordinate with the Maintenance, Housekeeping and Operations teams to resolve issues quickly.
Monitor the progress of reported issues until fully resolved.
Keep guests regularly informed throughout the resolution process.
Escalate complex or high-priority matters to management where required.
Ensure guests receive check-in instructions on time.
Monitor successful guest arrivals.
Assist guests experiencing access issues.
Coordinate late arrivals and early check-ins where applicable.
Ensure smooth check-out procedures.
Encourage positive guest reviews.
Respond professionally to guest reviews across booking platforms.
Investigate negative feedback.
Identify recurring guest concerns.
Recommend operational improvements to enhance guest satisfaction.
Handle guest complaints professionally and empathetically.
Investigate issues thoroughly.
Work collaboratively with internal departments to identify practical solutions.
Maintain detailed records of complaints and resolutions.
Escalate serious matters where appropriate.
Liaise daily with Housekeeping, Maintenance, Property Administrators, Procurement and the Operations Manager
Ensure all departments are informed of guest-related issues affecting operations.
Follow up until all actions have been completed.
Maintain accurate guest records.
Update internal systems and CRM platforms.
Record incidents, complaints and guest requests.
Assist with reporting guest satisfaction metrics.
Ensure all communication is properly documented.

Required Skills and Experience

Previous experience in customer service, hospitality, tourism, hotel operations, short-let management or guest relations with a customer-first mindset.
Excellent written and spoken English. Additional languages are considered an asset.
Exceptional communication and interpersonal skills with strong organisational and multitasking abilities.
Ability to remain calm and professional under pressure whilst ensuring an excellent proactive approach towards problem-solving.
Strong sense of ownership, accountability and attention to detail with commitment to deliver an excellent guest experience.
Good computer literacy and experience using booking platforms, PMS systems or CRM software.
Ability to work independently whilst collaborating effectively with multiple departments.
Flexibility to extend guest support including evenings, weekends and public holidays, as required by business operations.
Availability to work during peak tourism periods.

Guest Communication Officer

Job Description