[Hiring] Guest Experience Specialist @Howard

Role Description

• 5-Star Guest Relations & Communication
  • Monitor and respond to all incoming guest inquiries, booking requests, and in-stay communications across Airbnb, VRBO, Booking.com, and direct channels using our client’s Guesty dashboard.
  • Ensure Guesty automated messages are triggering correctly, send manual check-in/check-out instructions when needed, and provide curated local recommendations.
  • Act as the first line of defense for in-stay guest issues (e.g., tech troubleshooting, amenity questions), resolving complaints with empathy, speed, and professionalism.
  • Leverage Guesty’s review tools to drive 5-star reviews and professionally respond to guest feedback on behalf of our client's brand.
• Guesty & Smart Home Tech Administration
  • Utilize the Guesty multi-calendar daily to monitor reservations, manage custom fields, adjust guest folios, and ensure data accuracy.
  • Monitor connected smart locks, noise decibel monitors, and smart thermostats integrated with the Guesty dashboard to ensure property compliance and guest security.
  • Monitor calendar syncing within Guesty to prevent double-bookings or communication gaps across platforms.
• Operations & Turnover Logistics
  • Coordinate with our client's local housekeeping and maintenance teams to ensure properties are 100% turn-ready before guest arrival.
  • Log property issues reported by guests, dispatch our client’s trusted local vendors, and follow up to ensure swift resolution before it impacts the guest experience.

Qualifications

• 1–3 years of experience in vacation rental management, boutique hospitality, or customer success.
• Must have direct, hands-on experience using Guesty (PMS). Candidates without Guesty experience will not be considered.
• Flawless written and verbal English. Ability to strike the perfect balance between warm hospitality and clear, authoritative boundary-setting.
• Calm under pressure with a proven ability to de-escalate tense situations and think logistically.
• Flexible schedule, including readiness to work weekends, holidays, or evening shifts to align with peak guest check-in times.