Guest Relations Specialist

About the role

We are looking for a Guest Relations Specialist to join our fast‑growing short‑term rental team. In this remote, full‑time position you will be the primary point of contact for guests, ensuring a smooth experience from booking to checkout.

Key responsibilities

• Manage guest communication before, during, and after stays via phone, email, SMS and messaging platforms.
• Respond promptly to inquiries on Airbnb, Booking.com, VRBO and other OTA channels.
• Coordinate check‑ins, check‑outs and provide accurate arrival instructions.
• Handle reservation changes, cancellations and special requests.
• Resolve guest concerns, complaints and urgent issues professionally and quickly.
• Work with housekeeping, maintenance and operations teams to keep properties guest‑ready.
• Monitor satisfaction, encourage positive reviews and maintain accurate interaction records.
• Escalate complex issues when needed and support day‑to‑day operational tasks.

Required profile

• Minimum 2 years of experience in customer service, hospitality or short‑term rental operations.
• Strong written and verbal English communication skills.
• Ability to juggle multiple conversations and tasks in a fast‑paced environment.
• Detail‑oriented, organized and capable of working independently with remote teams.

Required skills

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

What we offer

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