Guest Relations Specialist

About the Role

We’re looking for a Guest Relations Specialist to join our growing short-term rental team and help deliver an exceptional experience to guests from the moment they book until after they check out.

You’ll be the primary point of contact for guests, handling day-to-day communication, special requests, complaints, and stay-related issues while working closely with our property management, housekeeping, and maintenance teams.

If you’re a strong communicator who enjoys hospitality, problem-solving, and creating memorable guest experiences, we’d love to hear from you.

Key Responsibilities

• Manage guest communication across Airbnb, Booking.com, VRBO, email, and messaging platforms.
• Respond quickly and professionally to pre-booking, pre-arrival, in-stay, and post-stay inquiries.
• Coordinate check-ins, check-outs, early check-in/late checkout requests, and special guest arrangements.
• Handle guest complaints and urgent issues with professionalism, empathy, and sound judgment.
• Troubleshoot common property and guest issues and coordinate with cleaners, maintenance teams, and local vendors.
• Monitor upcoming reservations and proactively communicate important arrival information.
• Follow up on maintenance, cleaning, and guest requests until they are fully resolved.
• Maintain accurate guest notes and communication records within the PMS/CRM.
• Help protect and improve guest satisfaction, reviews, ratings, and overall property performance.
• Identify recurring guest issues and recommend improvements to processes and guest communications.
• Assist with updating guest messaging templates, FAQs, house rules, and SOPs.
• Escalate serious incidents, refunds, disputes, or operational issues when necessary.

Requirements

• 1+ year of experience in guest relations, hospitality, customer service, or short-term rental/property management.
• Previous experience working with Airbnb, Booking.com, VRBO, Guesty, Hostaway, Hospitable, Hostfully, or similar platforms is highly preferred.
• Excellent written and verbal English communication skills.
• Strong customer service and conflict-resolution skills.
• Excellent attention to detail and organizational abilities.
• Comfortable managing multiple conversations and priorities simultaneously.
• Ability to remain calm and professional when handling difficult or time-sensitive guest situations.
• Strong problem-solving skills and a proactive, guest-first approach.
• Comfortable working remotely and collaborating with distributed teams.
• Willingness to work flexible hours, weekends, or occasional holidays based on guest and business needs.

What Success Looks Like

• Fast and professional guest response times
• High guest satisfaction and positive reviews
• Issues resolved quickly and effectively
• Smooth check-in and check-out experiences
• Clear communication with cleaners, maintenance, and operations teams
• Consistent adherence to guest service standards and SOPs

Why Join Us?

• Work with a growing short-term rental portfolio
• Remote and flexible work environment
• Opportunity to develop your career in STR operations and hospitality
• Collaborative and supportive team
• Exposure to leading STR platforms and property management technology
• Opportunity to directly influence the guest experience and property performance

If you’re passionate about hospitality, love solving problems, and know how to turn a good stay into a 5-star experience, we want to hear from you.