21/01/2026
Job Purpose
The Guest Relations Specialist plays a key role in ensuring a seamless guest experience across all short-term rental properties. This position supports the Guest Relations Team by overseeing daily guest communication, resolving guest issues efficiently, and maintaining excellent service standards.
The ideal candidate will demonstrate strong leadership, exceptional communication, and problem-solving skills, with hands-on experience in managing OTA platforms such as Airbnb and Booking.com. They will act as a bridge between guests, operations, and management — ensuring that all communication is handled professionally and that guest satisfaction remains a top priority.
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Key Responsibilities
1. Guest Communication & Experience Management
● Handle guest communication across multiple platforms (Airbnb, Booking.com, direct bookings, email, and phone).
● Provide accurate, prompt, and professional responses to guest inquiries, complaints, and requests.
● Manage the flow of communication between guests, housekeeping, and maintenance teams to ensure smooth check-ins and stays.
● Follow up on guest feedback and coordinate solutions to enhance the overall experience.
2. Leadership & Team Coordination
● Support and guide the Guest Relations team members during high-volume communication periods.
● Ensure team adherence to service standards and communication protocols.
● Assist in training new team members on platform communication, guest handling, and operational coordination.
● Take initiative in identifying recurring challenges and proposing actionable solutions to management.
3. Platform Management (Airbnb, Booking.com, and Others)
● Monitor and manage guest messages, inquiries, and booking requests on all OTA platforms.
● Ensure all property listings are accurate, up to date, and aligned with company standards.
● Respond to guest reviews with professionalism, maintaining brand reputation.
● Identify opportunities to improve listing performance, response rates, and guest ratings.
● Communicate guest issues and feedback to the Guest Relations Manager for strategic follow-up.
4. Problem Solving & Service Recovery
● Handle guest escalations tactfully and efficiently, ensuring that all issues are resolved promptly.
● Coordinate with other departments (Housekeeping, Maintenance, Key Accounts) to address guest needs in real time.
● Implement follow-up procedures to confirm guest satisfaction after issue resolution.
● Escalate critical or unresolved concerns to the Guest Relations Manager with detailed documentation.
5. Administrative & Operational Support
● Maintain accurate logs of guest communications, incidents, and resolutions.
● Assist in preparing weekly guest feedback and review summary reports.
● Support the Guest Relations Manager with operational updates, checklist monitoring, and guest-related reporting.
● Help organize internal communication and coordination between departments to prevent service delays.
Key Competencies
● Strong leadership and mentoring capabilities.
● Excellent written and verbal communication skills.
● Professional, calm, and empathetic approach to problem resolution.
● Ability to manage multiple communication channels simultaneously.
● Proficiency in OTA systems (Airbnb, Booking.com, etc.) and property management software (PMS).
● Attention to detail and strong organizational skills.
● Team-oriented, adaptable, and proactive mindset.
Performance Indicators
● Guest satisfaction scores and response rates on OTA platforms.
● Review ratings and guest feedback trends.
● Efficiency in resolving guest issues.
● Communication accuracy and timeliness.
● Collaboration and support effectiveness within the Guest Relations team.
