Job Description

On behalf of our client, a premier property management company specializing in high-end vacation rentals, we are seeking a tech-savvy and hospitality-driven Guest Experience Specialist

In this role, you will act as the digital concierge and the primary point of contact for our client's guests, managing the entire lifecycle from pre-booking inquiries to post-stay reviews. Prior hands-on experience utilizing Guesty (PMS) is strictly required, as you will step in on day one to manage their unified inbox, multi-calendar, and automation workflows.

Key Responsibilities

1. 5-Star Guest Relations & Communication

Guesty Unified Inbox Management: 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.

The Digital Concierge: Ensure Guesty automated messages are triggering correctly, send manual check-in/check-out instructions when needed, and provide curated local recommendations.

Issue Resolution: 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.

Review Acquisition: Leverage Guesty’s review tools to drive 5-star reviews and professionally respond to guest feedback on behalf of our client's brand.

2. Guesty & Smart Home Tech Administration

System Operations: Utilize the Guesty multi-calendar daily to monitor reservations, manage custom fields, adjust guest folios, and ensure data accuracy.

Smart Tech Integrations: Monitor connected smart locks, noise decibel monitors, and smart thermostats integrated with the Guesty dashboard to ensure property compliance and guest security.

Channel Integrity: Monitor calendar syncing within Guesty to prevent double-bookings or communication gaps across platforms.

3. Operations & Turnover Logistics

Field Team Coordination: Coordinate with our client's local housekeeping and maintenance teams to ensure properties are 100% turn-ready before guest arrival.

Maintenance Dispatch: 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.

Requirements & Qualifications

Experience: 1–3 years of experience in vacation rental management, boutique hospitality, or customer success.

Technical Proficiency:Must have direct, hands-on experience using Guesty (PMS). Candidates without Guesty experience will not be considered.

Communication Skills: Flawless written and verbal English. Ability to strike the perfect balance between warm hospitality and clear, authoritative boundary-setting.

Problem-Solving: Calm under pressure with a proven ability to de-escalate tense situations and think logistically.

Availability: Flexible schedule, including readiness to work weekends, holidays, or evening shifts to align with peak guest check-in times.