Guest Relations Specialist

About the role

We are expanding our short‑term rental team and need a Guest Relations Specialist to ensure every guest enjoys a seamless experience from booking to checkout. You will be the primary point of contact, handling communications, special requests, and any issues that arise during a stay.

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 arrangements.
• Address guest complaints and urgent issues with empathy and sound judgment.
• Troubleshoot property and guest problems, liaising with cleaners, maintenance 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 and organizational abilities.
• Ability to manage multiple conversations and priorities simultaneously.
• Calm and professional demeanor in time‑sensitive or difficult situations.
• Proactive, guest‑first problem‑solving approach.
• Comfortable working remotely and collaborating with distributed teams.
• Willingness to work flexible hours, weekends or occasional holidays as needed.

Required skills

• Experience with Airbnb
• Experience with Booking.com
• Experience with VRBO
• Familiarity with Guesty, Hostaway, Hospitable or Hostfully platforms
• Use of property management or CRM systems (PMS/CRM)

What we offer

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