Offer summary

Qualifications:

Strong communication skills, both written and verbal., Experience in customer service or hospitality roles., Familiarity with online booking platforms like Airbnb and VRBO., Ability to manage multiple tasks and prioritize effectively..

Key responsibilities:

Serve as the main contact for guests throughout their stay.

Manage reservation requests and modifications across various platforms.

Address guest inquiries and complaints while coordinating with local teams.

Monitor guest reviews and collaborate with teams to enhance guest satisfaction.

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Job description

• Serve as the primary point of contact for guests before, during, and after their stay via phone, text, email, and booking platform messaging (e.g., Airbnb, VRBO, Expedia)

• Manage and process reservation requests, modifications, cancellations, and special requests across multiple platforms

• Proactively communicate arrival instructions, check-in/check-out procedures, and property-specific information

• Address guest inquiries, concerns, and complaints promptly and professionally, coordinating with local field teams for maintenance or housekeeping needs

• Monitor and respond to guest reviews to maintain a strong online reputation and consistent brand voice

• Identify opportunities to surprise and delight guests through personalized service and thoughtful touches

• Maintain accurate guest records, communication notes, and case tracking within internal systems

• Support escalation protocols for urgent guest concerns or property emergencies

• Collaborate with internal teams to continuously enhance guest satisfaction, property operations, and service standards

• Occasionally assist with administrative projects such as updating property listings, guest guides, or operational resources

Required profile