Public Relations Specialist

We are looking for a highly reliable and detail-oriented Virtual Assistant to manage guest communication for short-term rental properties. This role is critical in ensuring smooth operations, excellent guest experience, and strong review performance.
You will be responsible for handling guest messages, resolving issues proactively, and maintaining a professional and calm tone at all times.
Key Responsibilities: Respond to guest messages promptly (pre-booking, during stay, and post-checkout)
Manage inquiries, booking requests, and reservation details
Handle guest complaints, refund requests, and conflict resolution professionally
Coordinate with cleaners and maintenance teams
Provide clear check-in/check-out instructions and support
Monitor reservations, calendars, and potential issues before they escape
Follow communication SOPs and escalation protocols
Ensure a consistent 5-star guest experience across all interactions
Required Skills & Qualifications: Advanced English (Speaking, Writing, and Reading skills) — non-negotiable
Proven experience in Airbnb or short-term rental guest communication
Strong problem-solving and critical thinking skills
Ability to handle difficult guests calmly and professionally
Excellent time management and ability to multitask
High attention to detail and operational awareness
Reliable internet connection and availability to respond quickly
Required Experience Experience using Airbnb, VRBO, or Booking.com platforms
Familiarity with our Property Management Systems (StreamLine)
If unfamiliar with StreamLine, knowledge of other PMS (Hostaway, Guesty, Hospitable, etc.) is required.
Experience working with U.S.-based clients
Background in customer service, hospitality, or operations
Remote position
Availability for flexible shifts (night hours, weekends, and holidays)
Fast response times (ideally under 5–10 minutes during shift)
Ability to follow structured workflows and continuously improve
Key Performance Indicators (KPIs) Response time to guest messages
Guest satisfaction and review ratings
Resolution time for issues and complaints
Accuracy and clarity of communication
Ability to prevent escalations
What We Value Ownership and accountability
Clear and effective communication
Proactive thinking (not reactive work)

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