Guest Relations Specialist

About the role

We are looking for a Guest Relations Specialist to join our growing short‑term rental team. In this remote, full‑time position you will ensure exceptional guest experiences throughout the reservation lifecycle, from pre‑arrival communication to post‑stay follow‑up.

Key responsibilities

• Manage guest communication before, during, and after each stay via phone, email, SMS, and messaging platforms.
• Respond promptly to inquiries on Airbnb, Booking.com, VRBO and other booking sites.
• Coordinate check‑ins, check‑outs and provide accurate arrival instructions.
• Handle reservation modifications, cancellations and special requests.
• Resolve guest concerns, complaints and urgent issues in a professional, timely manner.
• Work with housekeeping, maintenance and operations teams to keep properties guest‑ready.
• Monitor guest satisfaction, encourage positive reviews and maintain accurate interaction records.
• Escalate complex issues when necessary and support day‑to‑day operational tasks.

Required profile

• Minimum 2 years experience in customer service, hospitality or short‑term rental operations.
• Excellent written and verbal English communication skills.
• Strong problem‑solving and conflict‑resolution abilities.
• Ability to manage multiple conversations and tasks simultaneously in a fast‑paced environment.
• Highly organized with exceptional attention to detail.
• Self‑motivated, able to work independently while collaborating with remote teams.

Required skills

• Experience with Airbnb, Booking.com and VRBO platforms.
• Familiarity with property management systems such as Guesty, Hostaway, Hospitable, Lodgify or OwnerRez.
• Knowledge of guest messaging automation platforms.
• Understanding of dynamic pricing tools like PriceLabs.
• Proficiency with CRM software or similar property‑management tools.

What we offer

• Remote work aligned with U.S. business hours.
• Full‑time, long‑term opportunity in a collaborative, supportive environment.
• Direct impact on guest satisfaction and operational excellence.