Guest Relations Specialist for a Vacation Rental Company in the US (Home Based Full Time)
Job Description
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