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 main point of contact for guests, guiding them from booking through post-stay, and collaborating with property management, housekeeping, and maintenance to ensure seamless experiences.

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 arrivals, late departures, and special guest arrangements.
• Handle complaints and urgent issues with professionalism and empathy.
• Troubleshoot property and guest issues, liaising with cleaners, maintenance teams, and local vendors.
• Monitor upcoming reservations and proactively share arrival information.
• Follow up on maintenance, cleaning, and guest requests until fully resolved.
• Maintain accurate guest notes and communication records in the PMS/CRM.
• Support improvement of guest satisfaction, reviews, and property performance.

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 ability to manage multiple conversations simultaneously.
• Calm and professional demeanor in time-sensitive or difficult situations.
• Willingness to work flexible hours, including weekends and occasional holidays.
• Comfortable working remotely and collaborating with distributed teams.

Required skills

• Airbnb platform
• Booking.com platform
• VRBO platform
• Guesty or similar channel manager
• Hostaway, Hospitable, or Hostfully
• PMS/CRM systems

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 property-management sector.