Guest Relations Specialist

About the role

We are expanding our short‑term rental portfolio and need a Guest Relations Specialist to ensure every guest enjoys a seamless experience from booking to checkout. You will be the primary point of contact, handling communications, special requests, and any issues that arise during a stay.

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 problems, 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.
• 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 management.
• Strong written and verbal English communication skills.
• Excellent attention to detail, organization and the ability to juggle multiple conversations.
• Calm and professional demeanor in time‑sensitive or difficult situations.
• Comfortable working remotely and collaborating with distributed teams.
• Willingness to work flexible hours, including weekends or occasional holidays.

Required skills

• Experience with Airbnb, Booking.com, VRBO.
• Familiarity with Guesty, Hostaway, Hospitable, Hostfully or similar platforms.
• Proficiency in using a PMS/CRM system.

What we offer

• Opportunity to work with a growing short‑term rental portfolio.
• Remote and flexible work environment.
• Career development in the hospitality and short‑term rental sector.