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 from booking through post‑stay, ensuring a seamless and memorable experience.

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‑check‑in/late‑checkout requests, and special arrangements.
• Handle complaints and urgent issues with professionalism and empathy.
• Troubleshoot property and guest issues, liaising with cleaners, maintenance, and local vendors.
• Monitor reservations and proactively share arrival information.
• Follow up on maintenance, cleaning, and guest requests until resolved.
• Maintain accurate guest notes and communication records in the PMS/CRM.
• Identify recurring issues and suggest process improvements.
• Escalate serious incidents, refunds, disputes, or operational problems when needed.

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 multitasking abilities.
• Ability to stay calm and professional in time‑sensitive situations.
• Comfortable working remotely and collaborating with distributed teams.
• Willingness to work flexible hours, including weekends and occasional holidays.

Required skills

• Experience with Airbnb, Booking.com, VRBO.
• Familiarity with property management platforms such as Guesty, Hostaway, Hospitable, Hostfully.
• Proficiency in using a PMS/CRM system.

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 short‑term rental sector.