Guest Relations Specialist

About the role

We are seeking a Guest Relations Specialist to join our expanding short‑term rental team. You will be the primary point of contact for guests from booking through post‑stay, ensuring a seamless and memorable experience. This remote role works closely with property management, housekeeping, and maintenance teams.

Key responsibilities

• Manage guest communication across Airbnb, Booking.com, VRBO, email, and messaging platforms.
• Respond promptly to pre‑booking, pre‑arrival, in‑stay, and post‑stay inquiries.
• Coordinate check‑ins, check‑outs, early arrivals, late departures, and special guest requests.
• Handle complaints and urgent issues with professionalism and empathy.
• Troubleshoot property and guest problems, liaising with cleaners, maintenance crews, and local vendors.
• Monitor upcoming reservations and proactively share arrival information.
• Follow up on maintenance, cleaning, and guest requests until fully resolved.
• Maintain accurate guest notes and communication records in the PMS/CRM.
• Identify recurring issues and suggest process improvements.
• Escalate serious incidents, refunds, disputes, or operational problems when needed.

Required profile

• Minimum 1 year of experience in guest relations, hospitality, customer service, or short‑term rental/property management.
• Strong written and verbal English communication skills.
• Excellent attention to detail, organization, and multitasking abilities.
• Ability to stay calm and professional in time‑sensitive or difficult situations.
• Willingness to work flexible hours, including weekends and occasional holidays.
• Comfortable working remotely and collaborating with distributed teams.

Required skills

• Experience with Airbnb, Booking.com, VRBO.
• Familiarity with property management platforms such as Guesty, Hostaway, Hospitable, Hostfully.
• Proficiency in using PMS/CRM systems for guest communication tracking.

What we offer

• Remote and flexible work environment.
• Opportunity to grow within a fast‑expanding short‑term rental portfolio.
• Career development in hospitality and property‑management sectors.