Guest Experience Specialist (Vacation Rental)

About the role

We are looking for a tech‑savvy, hospitality‑driven Guest Experience Specialist to act as the digital concierge for a high‑end vacation‑rental portfolio. You will be the primary point of contact for guests from the first inquiry through post‑stay reviews, ensuring a seamless, 5‑star experience.

Key responsibilities

• Manage Guesty’s unified inbox, responding to inquiries, booking requests, and in‑stay communications across Airbnb, VRBO, Booking.com and direct channels.
• Oversee automated Guesty messages, send manual check‑in/check‑out instructions, and provide curated local recommendations.
• Resolve in‑stay issues such as tech troubleshooting or amenity questions with empathy and speed.
• Drive 5‑star reviews using Guesty’s review tools and respond professionally on behalf of the brand.
• Monitor Guesty’s multi‑calendar, custom fields, and guest folios to maintain data accuracy.
• Supervise smart‑home integrations (smart locks, noise monitors, thermostats) and ensure proper functioning.
• Coordinate with housekeeping and maintenance teams to guarantee properties are turn‑ready.
• Log property issues, dispatch local vendors, and follow up until resolution.

Required profile

• 1–3 years experience in vacation‑rental management, boutique hospitality or customer success.
• Hands‑on experience with Guesty (PMS) – candidates without this will not be considered.
• Flawless written and verbal English with a balance of warm hospitality and clear boundaries.
• Calm under pressure, strong de‑escalation skills, and logical problem‑solving.
• Flexible schedule, including weekends, holidays and evening shifts.

Required skills

• Guesty property‑management system.
• Smart‑lock integration and management.
• Noise‑level monitoring tools.
• Smart‑thermostat configuration.
• Multi‑calendar coordination.