Remote Guest Relations Specialist — Elevate 5-Star Stays

CS Outsource; Colombia; Presencial; COP 24.000.000 - 40.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Flexible hours

Career development in STR operations

Collaborative team

Descripción de la vacante

CS Outsource is seeking a Guest Relations Specialist to ensure exceptional guest experiences from booking through checkout. You will be the primary contact for guests, handling inquiries, requests, and issues while coordinating with cleaning, maintenance, and property teams.

Ideal candidates have 1+ year in guest relations, strong English communication, and experience with short-term rental platforms. This role supports remote collaboration and flexible hours.

Formación

• 1+ year of experience in guest relations, hospitality, customer service, or short‑term rental/property management.
• Previous experience working with Airbnb, Booking.com, VRBO, Guesty, Hostway, Hospitable, Hostfully, or similar platforms is highly preferred.
• Excellent written and verbal English communication skills.
• Strong customer service and conflict‑resolution skills.
• Excellent attention to detail and organizational abilities.
• Comfortable managing multiple conversations and priorities simultaneously.
• Ability to remain calm and professional when handling difficult or time‑sensitive guest situations.
• Strong problem‑solving skills and a proactive, guest‑first approach.
• Comfortable working remotely and collaborating with distributed teams.
• Willingness to work flexible hours, weekends, or occasional holidays based on guest and business needs.

Responsabilidades

• Manage guest communication across Airbnb, Booking.com, VRBO, email, and messaging platforms.
• Respond quickly and professionally to pre-booking, pre-arrival, in-stay, and post-stay inquiries.
• Coordinate check-ins, check-outs, early check-in/late checkout requests, and special guest arrangements.
• Handle guest complaints and urgent issues with professionalism, empathy, and sound judgment.
• Troubleshoot common property and guest issues and coordinate with cleaners, maintenance teams, and local vendors.
• Monitor upcoming reservations and proactively communicate important arrival information.
• Follow up on maintenance, cleaning, and guest requests until they are fully resolved.
• Maintain accurate guest notes and communication records within the PMS/CRM.
• Help protect and improve guest satisfaction, reviews, ratings, and overall property performance.
• Identify recurring guest issues and recommend improvements to processes and guest communications.
• Assist with updating guest messaging templates, FAQs, house rules, and SOPs.
• Escalate serious incidents, refunds, disputes, or operational issues when necessary.

Conocimientos

Strong communication

Customer service

Conflict resolution

Problem solving

Attention to detail

Organizational skills

Herramientas

Airbnb

Booking.com

VRBO

Guesty

Hostaway

Hospitable

Hostfully

Descripción del empleo

CS Outsource is seeking a Guest Relations Specialist to ensure exceptional guest experiences from booking through checkout. You will be the primary contact for guests, handling inquiries, requests, and issues while coordinating with cleaning, maintenance, and property teams.

Ideal candidates have 1+ year in guest relations, strong English communication, and experience with short-term rental platforms. This role supports remote collaboration and flexible hours.