Guest Relations Specialist

About the role

We are looking for a professional Guest Relations Specialist to join our growing short‑term rental team. In this remote, full‑time position you will ensure exceptional guest experiences throughout the reservation lifecycle, from pre‑arrival communication to post‑stay follow‑up.

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 modifications, cancellations and special requests.
• Resolve guest concerns, complaints and urgent issues professionally and timely.
• Work with housekeeping, maintenance and operations teams to ensure properties are guest‑ready.
• Monitor guest satisfaction, encourage positive reviews and maintain accurate interaction records.
• Escalate complex issues when necessary and support day‑to‑day operational tasks.

Required profile

• Minimum 2 years of experience in customer service, hospitality, guest communications or short‑term rental operations.
• Experience with Airbnb, Booking.com, VRBO or similar online travel agencies.
• Excellent written and verbal English communication skills.
• Strong problem‑solving, conflict‑resolution and organizational abilities.
• Ability to manage multiple conversations and tasks in a fast‑paced environment.
• Self‑motivated, able to work independently and collaborate with remote teams.

Required skills

• Airbnb platform
• Booking.com platform
• VRBO platform
• Property management systems (e.g., Guesty, Hostaway, Hospitable, Lodgify, OwnerRez)
• CRM software
• Dynamic pricing tools such as PriceLabs

What we offer

• Remote work aligned with U.S. business hours.
• Full‑time, long‑term opportunity with a growing short‑term rental company.
• Collaborative and supportive work environment.
• Direct impact on guest satisfaction and operational excellence.