Guest Relations Specialist – Remote (Short‑Term Rentals)

About the role

We are looking for a professional, customer‑focused Guest Relations Specialist to join our growing short‑term rental team. In this remote, full‑time position you will manage guest communication throughout the reservation lifecycle, resolve issues quickly, and work closely with internal teams to ensure seamless operations.

Key responsibilities

• Manage guest communication before, during, and after stays 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 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 2 years 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 and conflict‑resolution abilities.
• Ability to manage multiple conversations and tasks in a fast‑paced environment.
• Highly organized with exceptional attention to detail.
• Self‑motivated and able to collaborate effectively with remote teams.

Required skills

• Familiarity with property management systems or CRM software.
• Experience using platforms such as Guesty, Hostaway, Hospitable, Lodgify or OwnerRez.
• Knowledge of guest messaging automation tools.
• Understanding of dynamic pricing tools like PriceLabs (a plus).

What we offer

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