Guest Communications Specialist for STR Management Company

Guest Communications Specialist – Vacation Rentals Remote Position We’re looking for a highly responsive, organized, and hospitality-minded Guest Communications Specialist to join our vacation rental management team. This person will be one of the primary points of contact for our guests throughout their stay — from answering pre-arrival questions to helping troubleshoot an issue at the property. The right person is warm and professional, but also resourceful. You should be able to assess a situation, find the answer, and take action rather than simply passing every question along to someone else. Our goal is simple: make every guest feel taken care of while keeping operations running smoothly behind the scenes. What You'll Do Respond to guest messages across Airbnb, VRBO, direct bookings, text, and other communication channels Answer questions before, during, and after guest stays Provide clear information about check-in, parking, Wi-Fi, house rules, amenities, and property-specific details Troubleshoot common guest issues and work toward solutions quickly Coordinate with cleaners, maintenance technicians, vendors, and our local operations team when an issue requires in-person assistance Follow up with guests after an issue to make sure it was fully resolved Handle early check-in and late checkout requests according to company policies Monitor upcoming reservations and identify potential issues before guests arrive Document guest issues, maintenance needs, damages, and important reservation notes Escalate serious or unusual situations to management when appropriate Help protect guest satisfaction and our properties' reviews by addressing concerns proactively Maintain a consistently professional, friendly, and hospitality-focused tone What We're Looking For We're looking for someone who is: An excellent written communicator with strong English skills Extremely responsive and comfortable working in a fast-paced environment Naturally hospitable and enjoys helping people Calm and professional when dealing with frustrated or demanding guests Resourceful and able to solve problems independently Detail-oriented and able to manage multiple conversations at once Comfortable following established processes while also using good judgment Reliable — when you're scheduled, we need to know guest communication is being handled Tech-savvy and able to learn new software quickly The Kind of Person Who Will Thrive in This Role If a guest says, "The hot tub isn't heating," we don't want someone who simply forwards the message to a manager. We want someone who thinks: What property is this? Is there a troubleshooting guide? What temperature is the spa showing? Can I walk the guest through the controls? If that doesn't work, which vendor should I contact? Does someone need to go to the property? And have I followed up with the guest afterward? You don't need to know the answer to everything. You do need to be willing to find the answer. Experience Previous experience in vacation rentals, Airbnb/VRBO management, hotels, hospitality, property management, or customer service is strongly preferred. Experience with vacation rental property management software and messaging platforms is a plus, but we can train the right person. Schedule This is a fully remote position, but vacation rentals operate seven days a week. Guests may need assistance during evenings, weekends, and holidays, so reliability during your assigned coverage hours is extremely important. Specific hours and schedule will be discussed based on availability. About Us We are a growing vacation rental management company focused on providing an elevated experience for both our guests and property owners. We believe great vacation rental management goes far beyond sending check-in instructions. Hospitality is in the details — anticipating what guests need, responding quickly when something goes wrong, and making people feel genuinely cared for throughout their stay. We're looking for someone who shares that mindset and wants to become an important part of our team.