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

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

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