Guest Relations Specialist

About the role

We are looking for a Guest Relations Specialist to join our growing short‑term rental team. In this remote, full‑time position you will be the primary point of contact for guests, ensuring a smooth experience from booking to checkout.

Key responsibilities

• Manage guest communication before, during, and after stays via phone, email, SMS, and messaging platforms.
• Respond promptly to inquiries on Airbnb, Booking.com, VRBO, and other travel sites.
• Coordinate check‑ins, check‑outs, and provide accurate arrival instructions.
• Handle reservation changes, cancellations, special requests, and resolve guest issues quickly.
• Work with housekeeping, maintenance, and operations teams to keep properties guest‑ready.
• Monitor satisfaction, encourage positive reviews, and maintain accurate interaction records.
• Escalate complex problems and support day‑to‑day operational tasks.

Required profile

• Minimum 2 years of experience in customer service, hospitality, or short‑term rental operations.
• Strong written and verbal English communication skills.
• Excellent problem‑solving, conflict‑resolution, and multitasking abilities.
• Detail‑oriented, organized, and able to work independently with remote teams.

Required skills

• Experience with Airbnb, Booking.com, VRBO platforms.
• Familiarity with property management systems such as Guesty, Hostaway, Hospitable, Lodgify, OwnerRez.
• Knowledge of guest messaging automation tools.
• Understanding of dynamic pricing tools like PriceLabs (optional).
• Proficiency with CRM software (advantageous).

What we offer

• Remote work aligned with U.S. business hours.
• Full‑time, long‑term opportunity in a collaborative environment.
• Direct impact on guest satisfaction and operational excellence.