Guest Communications Specialist (JOB ID: MEGJO1 )

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About the Client:

The client is a rapidly growing short-term vacation rental management business committed to providing exceptional experiences for both property owners and guests. We currently manage 10 properties and are actively seeking to scale our portfolio to 15-20 select properties. We pride ourselves on maintaining a high level of personalized service and hands-on operational management. We are seeking a dedicated and skilled Virtual Assistant (VA) to take ownership of our client and guest success initiatives, allowing the owner to focus on scaling the business and in-field operations.

About the Role:

The Guest Communications Specialist is the primary point of contact for all guest interactions and plays a critical role in managing and optimizing our short-term rental listings. This is a part-time, remote position requiring a motivated, positive, and problem-solving individual to ensure excellent guest experiences and efficient backend operations, especially during peak check-in/check-out periods.

Key Responsibilities

Guest Communications (Primary Function)

• Manage all guest communications across all platforms: Airbnb, VRBO, Hostaway, and Breezeway.
• Respond promptly and professionally to booking inquiries, reservation changes, and guest requests.
• Proactively communicate all essential updates and changes to guests.
• Call all upcoming guests with reservations for the current weekend to thank them for booking and offer VIP packages.
• Respond to basic guest issues (e.g., Wi-Fi troubleshooting, entry codes, etc.).
• Coordinate with housekeeping and maintenance teams to resolve guest issues efficiently.
• Process and manage cancellations, modifications, and refunds for eligible cases.
• Monitor and manage new reservations and process same-day check-in notifications.

Listing & Financial Management

• Create and manage listings (new or revised) on all Online Travel Agencies (OTAs).
• Ensure listing optimization for search and visibility.
• Monitor payments for reservations within 30 days of check-in and ensure no outstanding balances remain for upcoming reservations.
• Process approved discount requests by applying the discount (after receiving approval via the Slack discount channel).
• Create DNA/Inventory Sheets (Admin Backend Task).

Internal & Social Media

• Post discount requests on the designated Slack channel for management approval and monitor their approval or denial, communicating the final decision to the guest.
• Send requests for early check-in and late check-out on the Slack channel.
• Notify the backend team for changes that require system updates (e.g., adding extra nights).
• Post on social media (likely Facebook) twice a week. Content can be created using tools like ChatGPT.

Reviews & Feedback

• Post and respond to guest reviews every Wednesday.
• Address any concerns or issues raised in reviews.

Qualifications & Skills

Must-Have

• 100% required short-term vacation rental industry experience.
• Exceptional written and verbal English communication skills.
• Demonstrated experience in guest communication/customer service.
• Highly proactive, takes initiative, and has a very happy, positive, and motivated personality.
• Proven ability to problem-solve and handle difficult guests with a positive attitude.
• Familiarity with multiple vacation rental platforms (Airbnb, VRBO, etc.).

Nice-to-Have

• Experience with Property Management System (PMS) software, especially Hostaway.
• Experience with other relevant software like Breezeway.