Guest Services

About the Role

We are looking for a Assistant & Guest Services Specialist for a Property management company Client of ours. As their Assistant & Guest Services Specialist, you will be the backbone of their operations, ensuring exceptional guest experiences while providing crucial administrative support to the direct manager. This is a task-driven role where you'll work closely with leadership to execute various operational initiatives while maintaining our high standards of guest service.

Key Responsibilities

Guest Services & Communications (Primary Focus

● Serve as primary point of contact for guest inquiries via multiple channels (phone, email, messaging platforms)

● Handle pre-arrival, during-stay, and post-departure guest communications professionally and promptly

● Resolve guest issues and complaints with empathy while protecting company interests

● Coordinate with cleaning teams, maintenance staff, and vendors to address guest needs

● Manage booking modifications, cancellations, and special requests

● Ensure exceptional guest experience that drives positive reviews and repeat bookings

● Monitor guest feedback and implement improvements to service delivery

Administrative Support & Task Management

● Execute tasks and projects assigned by direct manager with attention to detail and timeliness

● Collaborate closely with management on operational initiatives and day-to-day tasks

● Assist with vendor management, scheduling, and supplier coordination

● Maintain organized filing systems and ensure all documentation is current and accessible

● Support special projects and business development initiatives as assigned

● Coordinate property maintenance schedules and vendor appointments

Social Media & Content Creation

● Create and edit social media content for Instagram and TikTok to showcase properties

● Develop engaging video content that highlights property features and guest experiences

● Assist with social media strategy implementation and content calendar management

● Monitor social media engagement and respond to inquiries across platforms

Basic Financial Support (Preferred Experience)

● Assist with basic bookkeeping tasks using Guesty's integrated accounting features

● Support preparation of monthly owner statements reflecting rental income and expenses

● Process and record property-related expenses including maintenance, utilities, and vendor payments

● Maintain accurate financial records and assist with account reconciliations when needed

● Generate basic financial reports as requested by management

Property Management & Revenue Optimization

● Maintain and update property listings across multiple platforms to maximize visibility and bookings

● Implement listing improvements and optimizations to enhance revenue performance

● Monitor and adjust pricing strategies using PriceLabs data and market insights

● Coordinate with Turno for seamless guest check-in/check-out experiences

● Organize and maintain comprehensive databases of guest information, property details, and vendor contacts

● Track key performance metrics and identify opportunities for operational improvements 

Administrative Support

● Collaborate closely with company ownership on strategic initiatives and day-to-day operations

● Assist with vendor management, contract negotiations, and supplier relationships

● Support special projects and business development initiatives as needed

● Maintain organized filing systems and ensure all documentation is current and accessible

Required Qualifications

Must-Have Experience & Skills

● Guest Service Excellence: Demonstrated ability to handle customer service inquiries professionally and efficiently with a hospitality mindset

● Task Management: Strong organizational skills with ability to manage multiple tasks assigned by direct manager

● Property Management Systems (PMS): General knowledge of property management software, with specific familiarity with Guesty's platform and accounting services

● Bookkeeping: Basic bookkeeping experience and understanding of financial record-keeping

● Guesty Accounting: Experience with Guesty's accounting features and financial management tools

● Owner Statements: Experience preparing or assisting with owner statements and financial summaries

● Communication Skills: Excellent written and verbal communication abilities across multiple channels

● Remote Work: Proven track record of success in remote work environments with strong self-management skills

● Adaptability: Ability to learn new systems quickly and adapt to changing priorities

● Team Collaboration: Strong team player with enthusiasm for working closely with management

Preferred Experience & Skills● Social Media: Experience creating and editing content for Instagram and TikTok, including video editing skills

● Content Creation: Ability to produce engaging visual content that showcases properties effectively Technical Requirements

● General knowledge of Guesty property management system, particularly accounting services

● Experience with Turno or similar guest experience platforms

● Familiarity with PriceLabs or comparable revenue management tools

● Proficiency in Microsoft Excel and basic computer skills

● Strong attention to detail and organizational abilities

● Social media platforms knowledge (Instagram, TikTok)

● Video editing capabilities for social media content

Nice-to-Have Qualifications

● Bachelor's degree in Hospitality, Business, Communications, or related field

● Previous experience in short-term rental or vacation rental management

● Knowledge of additional property management platforms (Airbnb, VRBO, )

● Experience with QuickBooks or other accounting software

● Familiarity with hospitality industry best practices

● Photography skills for property and content creation

● Experience with content creation tools and editing software

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