Guest Communication Specialist for US Short Term Rentals

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TYPE OF WORK

Full Time

SALARY

$6-$8

HOURS PER WEEK

40

DATE UPDATED

Jul 3, 2026

JOB OVERVIEW

FIBI Vacation Rentals is a rapidly-growing short term rental management company, based in Las Vegas, NV, USA, currently managing a portfolio of 60 properties in various states. As our portfolio continues to grow, so does our team!

We specialize in maximizing returns on short-term rental properties. What sets us apart is our unwavering focus and ability to enhance rental revenue. Unlike other property managers who charge high rates, FIBI begins each management partnership with a strategic consultation, evaluating each property’s performance or potential and devising plans to boost its profitability. We manage every aspect of the property operations, including bookings, guest communication, cleaning/turnovers, supplies, repairs, and maintenance. Our approach is hyper data-focused, ensuring that every decision we make is driven by analytics to optimize investment returns.

JOB TITLE: Guest Communication Specialist
WORK SCHEDULE: TBD - PST Timezone

*JOB SUMMARY*
We are seeking an experienced and customer-focused Guest Communication Specialist to join our team. In this role, you will be responsible for managing guest communication and interactions, inside our PMS software, via email, phone, SMS, and across various short-term rental platforms such as AirBnB, VRBO, and ---------- . Your primary goal will be to provide exceptional customer service and ensure that our guests have a smooth and enjoyable stay. This role requires strong communication skills, attention to detail, and the ability to handle multiple tasks efficiently.

*RESPONSIBILITIES*
- Guest Inquiry Management: Respond promptly and professionally to guest inquiries.
- Booking Coordination: Assist guests with booking requests, reservation changes, cancellations, collecting payment, issuing refunds, and other booking-related matters.
- Pre-Arrival Communication: Provide guests with essential information such as check-in instructions, property details, and local area recommendations prior to their arrival.
- On-Stay Support: Handle guest issues and requests during their stay, such as maintenance needs, special accommodations, and other concerns, while ensuring timely and satisfactory resolution.
- Post-Stay Follow-Up: Gather feedback from guests post-stay, address any complaints, and work to resolve them promptly. Encourage guests to leave reviews and ratings.
- Property Knowledge: Maintain a strong understanding of our properties and amenities to accurately address guest questions and concerns.
- Issue Resolution: Mediate guest complaints as needed to resolve conflicts
- Cross-Departmental Collaboration: Work closely with other departments such as maintenance and management to ensure seamless guest experiences.
- Reporting and Documentation: Maintain accurate records of guest interactions and issues, and provide regular reports to management.

*REQUIREMENTS*
- Excellent communication skills in English, both written and verbal is a MUST.
- Familiar with Google Workspace (Gmail, Drive, Spaces), HostAway Channel Manager, ClickUp, Quo, Hubstaff, AirBnb Support, preferred.
- Familiarity with Screenlogic/Pentair Remote pool heating, and other apps.
- Ability to work on Pacific Standard Time (PST) Time-Zone
- Back-up power supply & back-up internet

*SCHEDULE EXPECTATIONS*
All shifts, regardless of part-time or full-time, are expected to work on Pacific Standard Time (PST) time-zone. Shifts are 10-hours, plus a 30-minute lunch. Full-time positions are 40 hours (4 working days) per week, and Part-time positions are 30 hours (3 working days) per week. You will be assigned a set shift, with clear start and end time, and will be expected to begin your shift on time. As this is a 24/7 business, weekends and holidays may be required.

******HOW TO APPLY******

1. Resume
2. A short video (3 minutes MAX) introducing yourself. You must include the following:
-You must say “Hi FIBI”
(Don’t read an AI-written transcript verbatim when answering these questions)
a. A guest messages you at 10:30 PM saying:

"This is unacceptable! We just arrived and the AC isn't cooling the house. It's over 85°F inside, and we have young children. We paid a lot to stay here. I want a refund!"

Please record a video explaining how you would respond to the guest. Focus on what you would say, how you would calm the guest, and what actions you would take next.

b. A guest requests a free late checkout until 5:00 PM because their flight was delayed.

However, another guest is scheduled to check in that same afternoon, and the cleaning team needs several hours to prepare the property.

Please explain how you would respond to the guest while maintaining excellent customer service and protecting the company's operations.

c. A guest messages:

"The Wi-Fi is working, but it's too slow for my work meeting starting in 30 minutes. Can you fix it immediately?"

Please explain:

What message you would send to the guest.
What actions you would take behind the scenes.
How you would follow up if the issue couldn't be resolved immediately.

3. Briefly tell me explicitly if you have YES or NO processed damage claims on AirBnB and/or Safely

SKILL REQUIREMENT
Call Center Operations Management Customer Support Management Airbnb
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