Guest Communication Representative (Weekends, 3PM–9PM)

We are looking for a reliable and personable Guest Communication Representative to join our team for weekend shifts, Saturday and Sunday, 3:00 PM – 9:00 PM. In this role, you will be the primary point of contact for our guests during peak weekend hours, ensuring every interaction is handled promptly, professionally, and with a genuine focus on guest satisfaction. This is a great opportunity for someone who enjoys hospitality, has excellent communication skills, and thrives in a fast-paced, guest-facing role — even remotely. Responsibilities Answer and manage incoming phone calls from guests in a friendly, professional manner Respond promptly to guest messages across platforms (e.g., Airbnb, Booking.com, VRBO, SMS, WhatsApp, etc.) Monitor and reply to guest emails, ensuring timely and accurate responses Support the team with guest experience tasks, including check-in/check-out coordination, troubleshooting issues, and answering property or booking questions Handle guest concerns, complaints, or emergencies with patience and problem-solving skills, escalating to the appropriate team member when needed Provide accurate information about property amenities, house rules, local recommendations, and booking details Coordinate with cleaning, maintenance, or operations teams to resolve guest issues in real time Keep detailed and organized notes/logs of guest interactions in our system (e.g., PMS, CRM, or shared spreadsheet) Follow up with guests as needed to ensure satisfaction and gather feedback/reviews Identify recurring issues or guest pain points and report them to management Maintain a calm, solutions-oriented approach during high-volume or high-pressure moments Requirements Previous experience in customer service, hospitality, guest relations, or a similar role (short-term rental or hotel experience is a plus) Excellent written and verbal communication skills in English (additional languages are a plus) Strong problem-solving skills and ability to make quick, sound decisions Comfortable using messaging platforms, email, and phone systems simultaneously Familiarity with property management systems (PMS) such as Hostaway, Guesty, Hospitable, or similar is a plus Reliable internet connection and a quiet workspace for handling calls Ability to multitask and stay organized during busy periods Punctual and dependable — able to consistently commit to the weekend schedule (3 PM–9 PM, Saturday & Sunday) A warm, guest-first attitude with genuine care for creating a great guest experience Comfortable working independently with minimal supervision while staying aligned with team protocols Nice to Have Experience with short-term rental platforms (Airbnb, VRBO, Booking.com) Background in hospitality, front desk, or concierge services Experience handling guest complaints or de-escalation Schedule Days: Saturday & Sunday Hours: 3:00 PM – 9:00 PM (6 hours per shift, 12 hours/week) Ongoing, recurring weekend role