Guest Relations Specialist

Guest Communication Specialist – Hospitality & Short-Term Rentals

About the Role

We are looking for an experienced and guest-focused Guest Communication Specialist to manage communication with guests across our short-term rental and vacation rental properties.

The ideal candidate will have hands-on experience in hospitality, Airbnb management, hotel guest services, or property management, with excellent written and verbal communication skills.

This role is primarily focused on handling guest inquiries, managing booking-related communication, sending check-in and check-out instructions, addressing guest concerns, and ensuring a smooth and positive experience throughout the guest's stay.

We are looking for someone who is responsive, professional, detail-oriented, and capable of managing multiple guest conversations across different platforms.

Key Responsibilities

1. Guest Communication & Messaging

• Manage daily guest communication through Airbnb, Vrbo, Booking.com, email, phone, and messaging platforms.
• Respond promptly and professionally to guest inquiries before, during, and after their stays.
• Handle questions regarding reservations, property amenities, house rules, directions, and local recommendations.
• Send booking confirmations, welcome messages, pre-arrival instructions, and follow-up messages.
• Maintain a friendly, professional, and helpful communication style.
• Ensure all guest conversations are properly documented and followed up on.

2. Reservations & Booking Support

• Handle booking inquiries, reservation confirmations, modifications, and cancellation-related communication.
• Verify reservation details and ensure guests receive accurate information.
• Monitor upcoming reservations and proactively communicate important arrival details.
• Assist guests with special requests, early check-ins, and late check-outs according to company policies.
• Coordinate with property management teams regarding reservation-related concerns.

3. Check-In & Check-Out Communication

• Send detailed check-in instructions, access codes, parking information, and property guidelines.
• Ensure guests understand arrival procedures before reaching the property.
• Assist guests experiencing smart-lock, access, or entry-related issues.
• Send check-out reminders and departure instructions.
• Follow up with guests after check-in to confirm they have settled in comfortably.

4. Guest Issue Resolution

• Handle guest complaints, concerns, and service-related issues professionally.
• Respond to maintenance, housekeeping, Wi-Fi, access, and property-related concerns.
• Coordinate with maintenance teams, cleaners, vendors, and property managers to resolve guest issues.
• Escalate emergencies and urgent situations according to company procedures.
• Maintain clear communication with guests throughout the resolution process.
• Ensure guest concerns are addressed promptly while maintaining a positive guest experience.

5. Guest Experience & Satisfaction

• Proactively monitor guest satisfaction throughout their stay.
• Identify potential issues before they escalate into complaints.
• Follow up with guests to ensure their concerns have been resolved.
• Support review management and encourage positive guest feedback when appropriate.
• Maintain high standards of hospitality and customer service.
• Identify recurring guest concerns and communicate opportunities for service improvement.

Required Qualifications

• Previous experience in Guest Communication, Guest Relations, Hospitality, Airbnb Management, Hotel Guest Services, or Short-Term Rental Operations.
• Excellent written and verbal English communication skills.
• Strong customer service, problem-solving, and conflict-resolution abilities.
• Professional, friendly, and guest-focused communication style.
• Ability to manage multiple guest conversations and reservations simultaneously.
• Strong organizational skills and attention to detail.
• Ability to handle time-sensitive guest requests and escalations.
• Comfortable working independently in a remote environment.
• Availability to work assigned shifts, including weekends and holidays when required.

Tools & Software

• Airbnb
• Vrbo
• Booking.com
• Hostaway, Guesty, Hospitable, or Lodgify
• Guest Messaging Platforms: Breezeway or similar tools
• Communication Tools: Slack, Google Workspace, WhatsApp, email
• Task Management Tools: Asana, Monday.com, or similar platforms

Preferred Experience

• Experience managing communications for short-term rental or vacation rental properties.
• Familiarity with Property Management Systems (PMS) and channel management platforms.
• Experience handling guest reviews, complaints, and escalations.
• Knowledge of check-in/check-out procedures and hospitality operations.
• Experience supporting U.S.-based or international vacation rental portfolios.

Ideal Candidate

The ideal candidate is responsive, organized, empathetic, proactive, and detail-oriented, with the ability to manage guest communications efficiently while delivering an exceptional hospitality experience.

Hands-on experience with Airbnb, Vrbo, Booking.com, and short-term rental PMS platforms will be a strong advantage.

If you enjoy helping guests, solving problems, and creating memorable hospitality experiences, we encourage you to apply!