Guest Support for a Short Term Rental Company

ROLE OVERVIEW
We are looking for a highly organized and proactive Guest Support & Operations Analyst to join our growing short-term rental team. This role combines guest communication, operational coordination, and backend administrative support to help ensure smooth day-to-day operations across our properties.

You will play a critical role in supporting guests, coordinating with cleaners and maintenance teams, and handling operational tasks that directly impact the guest experience and business performance.

This position is ideal for someone who thrives in a fast-paced environment, communicates professionally under pressure, and enjoys solving real-world operational challenges.

IMPORTANT NOTE ABOUT THIS ROLE
- This is NOT a basic customer service or scripted support role.
- You will regularly manage real-time situations involving guests, cleaners, maintenance teams, and booking platforms — often with incomplete information and time-sensitive decisions.
- Strong judgment, problem-solving skills, and the ability to prioritize effectively are essential for success in this role.
- Our hiring process is intentionally more challenging because we are looking for individuals who can think critically, take ownership, and operate independently.
- If you enjoy solving operational problems, handling dynamic situations, and working in a high-responsibility environment, this role may be an excellent fit for you.

KEY RESPONSIBILITIES
Guest Communications & Support
- Respond promptly and professionally to guest inquiries, booking requests, and support messages across multiple platforms.
- Provide phone support for urgent guest concerns and help ensure timely issue resolution.
- Coordinate with operations teams to support seamless check-ins, check-outs, and positive guest experiences.
- Maintain clear, professional, and empathetic communication during both routine and high-pressure situations.

Operational & Administrative Support
- Perform reservation and booking cleanup to ensure accuracy and prevent scheduling conflicts.
- Maintain organized and accurate guest records and profiles.
- Monitor and update listing information across platforms such as Airbnb, ---------- , Expedia, and Vrbo.
- Identify and resolve platform-related issues affecting reservations or listings.
- Support accounting-related tasks including expense tracking, invoice updates, and discrepancy reporting.
- Assist with lead management and administrative support related to potential property acquisition opportunities.
- Help maintain operational efficiency by identifying issues proactively and escalating concerns when needed.

QUALIFICATIONS
- Previous experience with short-term rental platforms such as Airbnb, ---------- , Vrbo, or similar.
- Strong written and verbal communication skills with professional phone etiquette.
- Excellent organizational skills and strong attention to detail.
- Comfortable working independently, especially during overnight shifts.
- Tech-savvy with the ability to quickly learn new software and systems.
- Strong problem-solving and decision-making abilities in fast-paced situations.

Preferred Qualifications
- Experience using PriceLabs, Beds24, or other property management tools.
- Background in administrative support, accounting tasks, or lead management.
- Experience coordinating with cleaners, maintenance teams, or remote operations staff.


HOW TO APPLY
Upload your resume here:
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