Guest Experience & Onboarding Specialist - Short-Term Rentals

About the role

An experienced Guest Experience & Onboarding Specialist is sought to manage the complete guest journey, from reservation confirmation and pre-arrival communication to check-in, during-stay support and post-stay follow-ups. Hands-on experience with short-term rental operations, guest communication, reservation management and guest onboarding systems is required.

Key responsibilities

• Manage guest onboarding: confirmations, guest details, verification and pre-arrival requirements
• Handle guest inquiries by email, phone, SMS, Airbnb and other channels
• Monitor bookings, check-in/check-out schedules, cancellations and reservation changes
• Coordinate ID verification, security deposits, payment collection and digital registration
• Share access codes, smart lock instructions and check-in guidelines
• Provide proactive support during the stay and resolve complaints and special requests
• Coordinate with housekeeping, maintenance and property management teams
• Maintain guest profiles, reservation records, communication logs and onboarding status in the CRM and PMS
• Run automated guest messaging, pre-arrival sequences, reminders and follow-ups
• Collect feedback, manage reviews and maintain guest relationships

Required profile

• Experience in guest relations, guest onboarding, hospitality operations or short-term rental management
• Strong written and verbal English
• Experience handling guest complaints, escalations and service recovery
• Ability to manage multiple reservations at once
• Experience supporting US-based hospitality or vacation rental businesses is preferred

Required skills

• At least one major vacation rental PMS, preferably Hostaway, Guesty or Hospitable
• CRM platforms such as HubSpot, Salesforce or Zoho CRM
• Platforms such as Airbnb, Vrbo, Booking.com, Breezeway and Key