Guest Communication Specialist - Short-Term Rentals

About the role

An experienced, guest-focused Guest Communication Specialist is sought to manage communication with guests across short-term and vacation rental properties. The role handles guest inquiries, booking-related messages, check-in and check-out instructions, and guest concerns, aiming for a smooth and positive stay. It suits someone with hands-on experience in hospitality, Airbnb management, hotel guest services or property management, and who can manage several guest conversations across platforms.

Key responsibilities

• Respond promptly to guest inquiries before, during and after stays via Airbnb, Vrbo, Booking.com, email, phone and messaging apps, covering reservations, amenities, house rules, directions and local tips.
• Send booking confirmations, welcome messages, pre-arrival instructions and follow-ups, and document every conversation.
• Handle reservations, confirmations, changes and cancellations, and proactively share arrival details; assist with early check-ins and late check-outs.
• Send check-in instructions, access codes and parking information, help with smart-lock or access issues, send check-out reminders and follow up after arrival.
• Resolve complaints and concerns by coordinating with maintenance, cleaners, vendors and property managers, and escalate emergencies per company procedure.
• Monitor guest satisfaction, follow up on issues, support review management and identify recurring concerns to improve service.

Required profile

• Previous experience in guest communication, guest relations, hospitality, Airbnb management, hotel guest services or short-term rental operations.
• Excellent written and verbal English, strong customer service, problem-solving and conflict-resolution skills.
• Ability to manage several guest conversations and reservations at once, and to work independently in a remote environment.
• Availability for assigned shifts, including weekends and holidays when required.
• Preferred: experience with short-term rental properties, guest reviews and complaints, and U.S.-based or international vacation rental portfolios.

Required skills

• Airbnb, Vrbo, Booking.com
• Hostaway, Guesty, Hospitable or Lodgify
• Breezeway or similar guest messaging tools
• Slack, Google Workspace, WhatsApp, email
• Asana, Monday.com or similar task management tools
• Familiarity with property management systems and channel management platforms is preferred