Guest Relations Specialist

About the role

We are looking for a Guest Relations Specialist to join our expanding 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 OTA channels.
• Coordinate check‑ins, check‑outs, and provide accurate arrival instructions.
• Handle reservation changes, cancellations, and special requests.
• Resolve guest concerns, complaints, and urgent issues professionally and quickly.
• Work closely with housekeeping, maintenance, and operations to keep properties guest‑ready.
• Monitor satisfaction metrics and encourage positive reviews.
• Maintain accurate records of interactions and reservation details.
• Escalate complex issues when needed and support day‑to‑day operational tasks.

Required profile

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

Required skills

• Airbnb platform
• Booking.com platform
• VRBO platform
• Property management systems (e.g., Guesty, Hostaway, Hospitable, Lodgify, OwnerRez)
• CRM software
• Dynamic pricing tools such as PriceLabs

What we offer

• Remote work aligned with U.S. business hours.
• Full‑time, long‑term opportunity in a growing company.
• Collaborative and supportive environment focused on guest satisfaction.