Guest Relations Specialist for a Vacation Rental Company in the US (Home Based Full Time)
Job Description
- Serve as the primary point of contact for guests before, during, and after their stay via phone, text, email, and booking platform messaging (e.g., Airbnb, VRBO, Expedia)
- Manage and process reservation requests, modifications, cancellations, and special requests across multiple platforms
- Proactively communicate arrival instructions, check-in/check-out procedures, and property-specific information
- Address guest inquiries, concerns, and complaints promptly and professionally, coordinating with local field teams for maintenance or housekeeping needs
- Monitor and respond to guest reviews to maintain a strong online reputation and consistent brand voice
- Identify opportunities to surprise and delight guests through personalized service and thoughtful touches
- Maintain accurate guest records, communication notes, and case tracking within internal systems
- Support escalation protocols for urgent guest concerns or property emergencies
- Collaborate with internal teams to continuously enhance guest satisfaction, property operations, and service standards
- Occasionally assist with administrative projects such as updating property listings, guest guides, or operational resources
Skill Set
- 2+ years of experience in guest services, customer service, hospitality, or property management (short-term rental experience is a strong plus)
- Exceptional written and verbal communication skills
- Ability to multitask and prioritize in a fast-moving, remote environment
- Highly responsive and solution-focused approach to problem-solving
- Experience using platforms like Airbnb, VRBO, Expedia, Hostfully, Guesty, or similar PMS systems is a plus
- Comfortable working independently with minimal supervision
- Availability to work weekends and evenings as needed (hospitality never sleeps!)
- Reliable internet and a quiet, professional remote workspace
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