Guest Relations Specialist

About the role

We are seeking a Guest Relations Specialist to join our expanding short‑term rental team. You will be the primary point of contact for guests, guiding them from booking through post‑stay, and ensuring every interaction reflects our commitment to exceptional hospitality.

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 guest arrangements.
• Handle complaints and urgent issues with professionalism, empathy and sound judgment.
• Troubleshoot property and guest issues, liaising with cleaners, maintenance teams 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 within the PMS/CRM.
• Identify recurring issues and recommend process improvements.
• Escalate serious incidents, refunds, disputes or operational problems when necessary.

Required profile

• At least 1 year of experience in guest relations, hospitality, customer service or short‑term rental/property management.
• Previous work with platforms such as Airbnb, Booking.com, VRBO, Guesty, Hostaway, Hospitable or Hostfully is highly preferred.
• Excellent written and verbal English communication skills.
• Strong customer‑service, conflict‑resolution and problem‑solving abilities.
• Detail‑oriented, organized and able to manage multiple conversations simultaneously.
• Comfortable working remotely and collaborating with distributed teams.
• Willingness to work flexible hours, including weekends or occasional holidays.

Required skills

• Airbnb
• Booking.com
• VRBO
• Guesty
• Hostaway
• Hospitable
• Hostfully
• PMS/CRM

What we offer

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