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 ensure guests receive exceptional service throughout the reservation lifecycle, from pre‑arrival communication to post‑stay follow‑up.

Key responsibilities

• Manage guest communication via phone, email, SMS and messaging platforms before, during and after each stay.
• 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 modifications, 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 guest 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 experience in customer service, hospitality or short‑term rental operations.
• Proven experience with Airbnb, Booking.com, VRBO or similar online travel agencies.
• 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

• Familiarity with property management systems such as Guesty, Hostaway, Hospitable, Lodgify or OwnerRez.
• Experience with guest messaging automation platforms.
• Knowledge of dynamic pricing tools like PriceLabs.
• Use of CRM software.

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.