Remote Guest Relations Specialist

This is a remote position.

A premium short-term rental management company specializing in period and characterful properties in the UK are committed to delivering exceptional guest experiences while optimizing property performance for owners. As they grow, they are looking for a Guest Relations Specialist to join the team remotely, ensuring seamless guest experiences and operational efficiency. Initially you will be required to work two hours per day, which will increase in peak periods and as the company grows.

Role Overview

As a Guest Relations Specialist, you will be the first point of contact for guests, ensuring smooth communication, problem-solving, and upselling additional services. You will also manage cleaners, oversee concierge services, and use technology to streamline operations. This role requires someone proactive, tech-savvy, and extremely organized, with experience using Hostaway and ClickUp.

Key Responsibilities

Guest Experience & Communication

Manage guest inquiries, bookings, and pre-arrival communications via Hostaway.

Provide exceptional support via phone, email, and messaging platforms.

Handle guest issues proactively and reactively, ensuring high satisfaction and positive reviews.

Upsell additional services (early check-in, late check-out, hampers, private chefs, experiences).

Coordinate and manage concierge requests, from transport to restaurant bookings.

Operations & Cleaner Management

Schedule, monitor, and communicate with cleaners to ensure properties are guest-ready.

Resolve last-minute cleaning or maintenance issues efficiently.

Maintain a seamless system for linen changes, stock replenishment, and guest amenities.

Technology & Automation

Utilise Hostaway for reservation management and guest communications.

Leverage AI tools to optimize guest communication and automate responses where appropriate.

Identify and implement tech-driven solutions to enhance guest experiences and operational efficiency.

Ideal Candidate

Experience in short-term rental guest relations or hospitality-related customer service.

Proficient in Hostaway and ClickUp (or quick learner with similar PMS and task management systems).

Highly organized, detail-oriented, and proactive in problem-solving.

 Tech-savvy with an understanding of AI and automation in hospitality.

Strong ability to work independently and make decisions without constant supervision.

Excellent written and verbal communication skills in English.

Experience in cleaner/contractor coordination and property management operations is a plus.

Ability to work across different time zones if needed, with some flexibility for weekend or evening availability.

If you are an independent, highly organized guest relations expert who thrives in a fast-paced environment, we’d love to hear from you!

Benefits

Be part of a forward-thinking company focused on innovation in hospitality.

Work remotely with a flexible schedule.

Opportunity to grow within a fast-paced and dynamic short-term rental company.

Use the latest tech and AI tools to improve efficiency and guest experiences.