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 be the primary point of contact for guests, ensuring a smooth and memorable experience from booking to checkout.

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 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.
• Proven experience with Airbnb, Booking.com, VRBO or similar platforms.
• Excellent written and verbal English communication.
• Strong problem‑solving, conflict‑resolution, and multitasking abilities.
• Detail‑oriented, organized, and able to work independently with remote teams.

Required skills

• Airbnb
• Booking.com
• VRBO
• Guesty
• Hostaway
• Hospitable
• Lodgify
• OwnerRez
• 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.