About the role
What This Role Is About
We are looking for a Remote Vacation Rental Specialist for a Property Management Company client, providing outstanding customer service, managing reservations, and supporting back-office operations.
Main Responsibilities
Guest Services: serve as primary contact for guests; respond to guest emails, chats, and texts; answer guest calls regarding lockbox, wifi, directions; make outbound calls before arrival; handle complaints with empathy; enter maintenance work orders
Guest Reservation Management: communicate with potential guests; respond to reservation emails; recommend suitable properties; respond to OTA messaging (Airbnb, Vrbo); manage end-to-end reservation process; follow up on inquiries; manage sales leads using CRM; process guest payments
Guest Feedback Management: check and respond to guest reviews; analyze feedback to improve satisfaction
Back Office Support: assist property owners with questions; process daily reservation reports; data entry and record-keeping; coordinate with housekeeping and maintenance; onboard properties into PMS, Airbnb, or VRBO listings
What We're Looking For
Excellent written and verbal English skills
Previous experience in guest services, reservations, or a related field
Strong organizational and multitasking abilities
Ability to work independently in a remote environment
Attention to detail and customer-centric mindset
Vacation rental industry experience (VRBO, Airbnb) preferred
PMS experience in rental and hotel industry preferred
Technical Requirements
Internet speed minimum 30mbps: Needs to be Wired (Buy a dongle if no LAN port)
i5 11th Gen or higher
Windows 11 / MacOS Catalina or higher
Minimum of 8 GB RAM
Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
Back-ups in case of power or internet provider interruptions
Good headset and webcam (preferably noise-canceling headset)
Benefits
Competitive Salary
100% Remote Work
Paid Time Off
HMO Coverage