Guest Communication Specialist Job at Better Talent by Laveer & Co. in New York

Company Overview
Trust First Management - Why Join Us? (This isn’t your average job ad.)We’re not looking for someone to just fill a role. We’re looking for A-Players who want to be part of something big, something that’s moving fast, breaking records, and rewriting what “great” looks like in the short-term rental industry. We manage 30+ high-performing vacation rentals with an average guest rating of 4.93+ (translation: we don’t do average). Our mission is to deliver exceptional guest and owner experiences every single time while scaling smart to hit $5 million in total booking revenue in the next 6 months.

Position Summary
We’re looking for a fast, detail-oriented Guest Communication Specialist to manage all guest messaging across our portfolio of short-term rental properties. In this role, you will be responsible for delivering a seamless, high-quality guest experience from booking to checkout while protecting the company’s time, revenue, and reputation. This is not a passive customer service role. You are expected to think critically, solve problems quickly, and act with urgency in a fast-paced environment.

What You’ll Do

Respond to all guest messages across Airbnb, Booking.com, Hopper, VRBO, and direct bookings

Maintain fast response times (target: under 5 minutes during scheduled shifts)

Communicate in a warm, professional, and efficient tone

Handle pre-booking questions, check-in instructions, and post-stay follow-ups

Troubleshoot guest issues in real time (WiFi, access, cleanliness, etc.)

Coordinate with cleaners, maintenance, and operations teams as needed

Follow company SOPs for refunds, discounts, and escalations

De-escalate guest concerns and protect review ratings

Manage early check-in and late checkout requests

Ensure all reservation details are accurate and complete

Send scheduled messages and monitor automations for accuracy

Document all actions clearly in Guesty

Create and track operational tasks through completion

Monitor guest satisfaction throughout each stay

Identify and resolve issues before they impact reviews

Help maintain a consistent 5-star guest experience

Required Qualifications

Strong written English skills (clear, natural, and professional communication)

Experience managing guest communication on Airbnb or similar platforms

Ability to multitask and manage multiple conversations at once

High attention to detail with strong accuracy

Fast decision-making and problem-solving ability

Reliable internet and ability to work scheduled shifts

Compensation, Benefits & More
Compensation: $5.00/hour

Bonus: Performance-based opportunities may be available

Benefits: Opportunity to grow with a fast-scaling company

Schedule: Shift-based schedule with high responsiveness expectations

Job Type: Contractor

Location: Remote, Philippines (must have reliable internet connection)

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