Overview

Join our team as the primary digital touchpoint for short-term rentals, managing high-volume guest communications across Airbnb and Guesty. In this role, you will resolve real-time inquiries, document interactions, and coordinate logistics with onsite maintenance and cleaning teams to ensure a seamless guest stay.

Schedule

• 3:00 PM to 12:00 AM EST, Monday to Wednesday. - 24 hrs/week

Responsibilities

• Guest Communication: Managing guest communications via Airbnb and Guesty messaging platforms; responding to stay-related questions, real-time guest concerns, and general inquiries.
• Operational Coordination: Coordinating with the onsite Miami maintenance and cleaning teams when issues arise; creating and following up on maintenance or cleaning requests.
• Escalation Management: Escalating urgent or sensitive matters to the Operations Lead when necessary.
• Documentation: Documenting guest interactions and ensuring operational notes are properly recorded.
• Team Support: Supporting the team with overflow messaging during peak hours.
• Professional Standards: Maintaining professional, calm, and solution-oriented communication at all times.

Requirements

• Experience: Minimum 1 year of customer service experience (hospitality or short-term rental experience preferred but not required).
• Language Mastery: Strong written English and Spanish communication skills.
• Multitasking: Ability to manage multiple conversations simultaneously in a fast-paced environment.
• Technical Aptitude: Comfortable working with booking or CRM platforms (Guesty experience is a plus, but not required).

Qualifications

• Previous short-term rental or property management experience.
• Experience handling high-volume messaging environments.
• Familiarity with the Airbnb platform.
• Operational coordination experience (maintenance follow-ups, issue tracking, etc.).