Guest Relations Specialist

About the role

We are seeking a Guest Relations Specialist to join our expanding short‑term rental team. You will be the primary point of contact for guests from booking through post‑stay, ensuring a seamless and memorable experience. This remote position works closely with property management, housekeeping, and maintenance teams.

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 arrivals, late departures, and special guest arrangements.
• Handle complaints and urgent issues with professionalism and empathy.
• Troubleshoot property and guest issues, liaising with cleaners, maintenance crews, 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.
• Help improve guest satisfaction, reviews, ratings, and overall property performance.
• Identify recurring issues and suggest process improvements.
• Update messaging templates, FAQs, house rules, and SOPs.
• 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/property management.
• Strong written and verbal English communication skills.
• Excellent attention to detail, organization, and ability to juggle multiple conversations.
• Calm and professional demeanor in time‑sensitive or difficult situations.
• Willingness to work flexible hours, weekends, and 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

• Remote and flexible work environment.
• Opportunity to grow within a rapidly expanding short‑term rental portfolio.
• Career development in the hospitality and property‑management sector.