Airbnb & Str Guest Communication Specialist

We are seeking a reliable, detail-oriented remote hospitality professional to handle our night-shift guest operations for ACOE, a premium short-term rentals brand in Tokyo, Japan. If you have hands-on experience with Airbnb, Booking.com, or various Property Management System (PMS) tools, we would love to collaborate with you. This role is crucial for maintaining our brand's high standards of guest satisfaction.

Operational Window & Time Zones:
Daily Window: 22:00 to 08:00 JST (Japan Standard Time)
This window aligns perfectly with the daytime/afternoon hours in the following regions:
08:00 to 18:00 cot / pet (colombia / peru)
07:00 to 17:00 cst (mexico / central time)

this role operates strictly on an on-call basis. You do not need to perform continuous active work or stare at the screen for the entire 10-hour window, but readiness to respond immediately from your smartphone or PC is critical.

Scope of Work:
On-Demand Monitoring & Replies: Promptly and professionally handle guest messages and in-stay urgent requests as they arise during the designated window.
Response Speed SLA: Maintaining an immediate response time is critical for our brand. We require a strict target average of under 5 minutes per incoming message.
On-Site Coordination: Act as the bridge to escalate critical emergencies to our on-site team in Tokyo when physical intervention is required.

What We Offer:
Schedule: We are looking at a baseline of 15 days per month as a starting point, but the exact schedule and number of days are flexible and open to discussion. Both the schedule and overall compensation can be scaled upward based on your performance, reliability, and our growing operational needs. We look forward to collaborating with a dedicated professional.