Guest Experience Host — Night Shift

At Stay Circadian, over 90% of our guests are international travelers. The night shift isn't downtime — it's when real hospitality happens: a guest locked out at 2am, a last-minute booking change, a complaint that needs resolving before morning. This role is built for someone who wants more than a front desk job — you'll work directly with Airbnb, Booking.com, and Agoda operations, use tech tools that most hotel front offices don't touch, and build a skillset that's genuinely valuable in the short-term rental and hospitality tech space. You'll work alongside one other Host each shift, coordinating in real time based on what the night brings.

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WHAT YOU'LL DO

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1. Guest Experience

- Monitor and respond to guest messages across assigned channels throughout the shift

- Handle check-ins, overnight requests, and guest complaints as they arise

- Visit nearby properties when needed for on-site guest support

- Document incidents, special requests, and new negative reviews — preparing a clear handover for the incoming day shift

2. Property & Security

- Inspect vacant rooms, hallways, lobby, and entrance areas each shift

- Confirm all entry points are secured and access control systems are active

- Identify and report maintenance issues; carry out scheduled pest control

3. Booking, Payments & Handover

- Review room and occupancy status throughout the shift; record vacant or unsold rooms

- Track booking changes: extensions, early checkouts, cancellations, and no-shows

- Reconcile daily payments against bookings; record extra fees and track refunds

- Complete the full night audit report before shift end — covering room status, booking changes, payments, no-shows, and cancellations

- Maintain the Shift Handover Log so the day team walks in fully informed

- Base salary 12–15M VND/month, commensurate with experience

- Night shift allowance on top of base salary

- 13th-month bonus

- 12 days paid annual leave upon becoming a full-time employee

- Annual performance bonus based on KPIs

- Access to hospitality and OTA operations training

- Diploma or above in Hospitality, Business, or a related field

- Minimum 1 year in hotel operations, front office, or a similar guest-facing role

- Strong written and spoken English — you'll be communicating with international guests daily

- Comfortable with Excel or Google Sheets for logging and reporting

- Familiar with OTA platforms: Airbnb, Booking.com, Agoda, or similar

- Detail-oriented and reliable when working independently through the night

- Calm and decisive when handling unexpected situations or guest escalations

- Available for a fixed or rotating overnight shift schedule

Nice to have:

- Experience with EZCloud, Smoobu, or similar PMS/Channel Manager

- Prior exposure to OTA dispute management or chargeback processes

- Comfortable with basic tech troubleshooting (access systems, cameras) during off-hours

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