We are seeking a professional and customer-focused Guest Communication Specialist to join our growing short-term rental team. This role is responsible for delivering exceptional guest experiences by managing guest communication throughout the reservation lifecycle, resolving issues efficiently, and coordinating with internal teams to ensure seamless operations.
Key Responsibilities
- Manage guest communication before, during, and after each stay via phone, email, SMS, and messaging platforms.
- Respond promptly to guest inquiries across Airbnb, Booking.com, VRBO, and other booking platforms.
- Coordinate guest 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.
- Coordinate 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 ensure they are resolved promptly.
- Support day-to-day operational tasks to enhance the overall guest experience.
Requirements
- Minimum of 2 years of experience in customer service, hospitality, guest communications, or short-term rental operations.
- Experience working with platforms such as 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 simultaneously in a fast-paced environment.
- Strong organizational skills with exceptional attention to detail.
- Ability to work independently while collaborating effectively with remote teams.
- Proficiency with property management systems or CRM software is an advantage.
Preferred Qualifications
- Previous experience in short-term rentals, vacation rentals, or hospitality operations.
- Experience using property management systems such as Guesty, Hostaway, Hospitable, Lodgify, or OwnerRez.
- Familiarity with guest messaging automation platforms.
- Experience using dynamic pricing tools such as PriceLabs is a plus.
- Experience supporting U.S. or international guests.
Work Details
- Remote position.
- Full-time role aligned with U.S. business hours.
- Long-term opportunity with a growing short-term rental company.
- Collaborative and supportive work environment.
- Opportunity to contribute directly to guest satisfaction and operational excellence.
If you're passionate about hospitality and enjoy delivering outstanding customer experiences, we'd love to hear from you.
