STR Guest relations specialist

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: TYPE OF WORK

Full Time

: SALARY

$3.00-$4.50/hr

: HOURS PER WEEK

40

: DATE UPDATED

Mar 3, 2026

JOB OVERVIEW

Guest Relations Specialist

Primary Focus: Guest experience and frontline issue resolution

The Guest Relations Specialist is the face of our company. This role ensures fast response times, professional communication, and effective problem solving while managing daily guest interactions across multiple short term rental properties. This position requires good judgment, attention to detail, and knowing when to escalate issues to a Supervisor.

Key Responsibilities

Guest Communication
• Respond to all guest messages across Airbnb, VRBO, ---------- , and direct booking platforms
• Answer pre booking inquiries using the approved pricing grid
• Assist with check in and check out
• Send door codes, lockbox codes, and access instructions
• Make outbound calls when necessary
• Handle extension requests and process approved changes in Guesty
• Respond to guest reviews in a timely and professional manner

In Stay Support
• Troubleshoot common guest issues such as TV, thermostat, WiFi, and entry codes
• Escalate maintenance issues to cleaning or maintenance teams
• Escalate pricing exceptions to the Supervisor for approval
• Escalate refund requests outside standard policy
• Escalate guest disputes or damage claims to the Supervisor
• Escalate vendor coordination needs when required

Operational Tools
• Guesty booking management system
• Breezeway for cleaning verification and photo documentation
• Ring cameras for access monitoring
• Lockbox and digital lock systems

Qualifications
• 1 to 2 years experience in hospitality, short term rentals, or customer service preferred
• Strong written and verbal communication skills
• Ability to manage multiple conversations and priorities at once
• Calm under pressure with strong problem solving skills
• Comfortable working evenings, weekends, and holidays if needed

What We Are Looking For
• High attention to detail
• Strong accountability and ownership mindset
• Fast and thoughtful communicator
• Ability to balance guest satisfaction with company policy
• Willingness to follow processes and escalate appropriately to a Supervisor

SKILL REQUIREMENT

Airbnb Admin Data Processing Communication

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STR Guest relations specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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