Guest Relations Specialist for a Real Estate Company in the US (Home Based Full Time)
About The Position
• 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 • roactively 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 • 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
Responsibilities
- 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
- roactively 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
- 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
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What This Job Offers
Job Type
Full-time
Education Level
No Education Listed
