Short-Term Rental Guest Communication l Onboarding Specialist

We are seeking a highly organized, detail-oriented Guest Communication Specialist to join our short-term rental (STR) management team. This role is responsible for managing all guest interactions from inquiry to checkout, ensuring an exceptional guest experience, and supporting listing creation and optimization across platforms like Airbnb, Vrbo, and ---------- .

The ideal candidate has strong English communication skills, hands-on experience in the STR industry, and a solid understanding of how to craft high-performing listings that convert.

Key Responsibilities
- Guest Messaging & Support
- Respond promptly to guest inquiries, booking questions, and reservation requests.
- Provide clear check-in, check-out, and house instructions.
- Handle guest issues or complaints with professionalism and a solutions-oriented mindset.
- Communicate with cleaners, maintenance teams, and vendors to coordinate tasks.
- Monitor reservations for potential issues (ID verification, disputes, missing requirements, etc.)

Listing Creation & Optimization
- Create high-quality listings on Airbnb, Vrbo, ---------- , and other platforms.
- Write compelling titles, descriptions, and amenity highlights that attract bookings.
- Upload and organize photos, captions, and property details.
- Ensure all listing information is accurate and up-to-date.
- Optimize listings for visibility, occupancy, and revenue.

Operations Support
- Track guest reviews, respond to reviews, and flag unfair reviews.
- Maintain property calendars and availability across platforms.
- Assist in pricing strategy updates (not required to set pricing, but can help implement).
- Document recurring issues or process gaps and provide recommendations.

Quality Control
- Review listings periodically for errors, missing details, or outdated information.
- Ensure communication templates are always aligned with brand standards.


Qualifications / Requirements
- Experience in the Short-Term Rental industry is required (Airbnb, Vrbo, ---------- , etc.)
- At least 1–2 years of experience in guest communication, customer support, or property management.
- Proven experience in listing creation and listing optimization.
- Excellent written and spoken English communication skills.
- Strong problem-solving skills and the ability to stay calm under pressure.
- Ability to multitask and manage multiple properties or guest conversations at once.
- Comfortable using STR tools/software (e.g., Hospitable, Guesty, Hostaway, Pricelabs, Turno, etc.) — preferred but not required.
- Great attention to detail and a proactive attitude.
- Willing to work weekends or U.S. hours if needed (depending on schedule setup).
- Reliable internet connection and work-from-home setup.

Answer the following questions together with your application:
1. Are you familiar with or have you handled resolution cases before?
2. What separates you from other applicants?
3. Do you have other client/s?