Guest Relations Specialist

About the role

We are looking for a Guest Relations Specialist to join our growing short‑term rental team. The role focuses on delivering exceptional guest experiences by managing all communications throughout the reservation lifecycle and coordinating with internal teams to keep operations smooth.

Key responsibilities

• Manage guest communication before, during, and after each stay via phone, email, SMS, and messaging platforms.
• Respond promptly to guest inquiries on Airbnb, Booking.com, VRBO, and other booking platforms.
• Coordinate check‑ins, check‑outs and provide accurate arrival instructions.
• Handle reservation modifications, cancellations and special requests.
• Resolve guest concerns, complaints and urgent issues in a professional and timely manner.
• Work with housekeeping, maintenance and operations teams to ensure properties are guest‑ready.
• Monitor guest satisfaction and encourage positive reviews.
• Maintain accurate records of guest interactions and reservation details.
• Escalate complex issues when necessary and support day‑to‑day operational tasks.

Required profile

• Minimum of 2 years experience in customer service, hospitality, guest communications or short‑term rental operations.
• Experience with platforms such as Airbnb, Booking.com or VRBO.
• Excellent written and verbal English communication skills.
• Strong problem‑solving and conflict‑resolution abilities.
• Ability to manage multiple conversations and tasks simultaneously in a fast‑paced environment.
• Exceptional attention to detail and strong organizational skills.
• Ability to work independently while collaborating effectively with remote teams.

Required skills

• Airbnb
• Booking.com
• VRBO
• Guesty
• Hostaway
• Hospitable
• Lodgify
• OwnerRez
• PriceLabs

What we offer

• Remote full‑time position aligned with U.S. business hours.
• Collaborative and supportive work environment.
• Opportunity to contribute directly to guest satisfaction and operational excellence.
• Long‑term growth potential within a expanding short‑term rental company.