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, guiding them from booking through post‑stay, and ensuring every interaction is professional, timely, and memorable.

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 arrangements.
• Handle complaints and urgent issues with empathy and sound judgment.
• Troubleshoot property and guest problems, liaising with cleaners, maintenance teams, 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.
• Support improvements to guest satisfaction, reviews, and overall property performance.
• Escalate serious incidents, refunds, disputes, or operational issues when necessary.

Required profile

• At least 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 ability to manage multiple conversations simultaneously.
• Calm and professional demeanor in time‑sensitive or difficult situations.
• Comfortable working remotely and collaborating with distributed teams.
• Willingness to work flexible hours, weekends, or occasional holidays as needed.

Required skills

• Experience with Airbnb, Booking.com, VRBO, Guesty, Hostaway, Hospitable, or Hostfully platforms.
• Familiarity with property management systems (PMS) or customer relationship management (CRM) tools.

What we offer

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