**Guest Experience & Onboarding Specialist – Short-Term Rentals & Hospitality**
**About the Role**
We are looking for an experienced Guest Experience & Onboarding Specialist to manage the complete guest journey, from reservation confirmation and pre-arrival communication to check-in, during-stay support, and post-stay follow-ups.
The ideal candidate must have hands-on experience with short-term rental operations, guest communication, reservation management, and guest onboarding systems. Strong knowledge of Property Management Systems (PMS), CRM platforms, and guest verification tools is highly preferred.
**Key Responsibilities**
- **Guest Onboarding:**
Manage the complete guest onboarding process, including reservation confirmations, guest details, verification, and pre-arrival requirements.
- **Guest Communication:**
Handle guest inquiries through email, phone, SMS, Airbnb, and other communication channels.
- **Reservation Management:**
Monitor upcoming bookings, guest information, check-in/check-out schedules, cancellations, and reservation modifications.
- **Guest Verification:**
Coordinate ID verification, security deposits, payment collection, and digital registration.
- **Check-in Coordination:**
Share access codes, smart lock instructions, property details, and check-in guidelines.
- **Guest Experience:**
Provide proactive support throughout the guest stay and resolve complaints, concerns, and special requests.
- **Operational Coordination:**
Coordinate with housekeeping, maintenance, and property management teams to ensure properties are guest-ready.
- **CRM & PMS Management:**
Maintain accurate guest profiles, reservation records, communication logs, and onboarding status.
- **Automated Workflows:**
Manage automated guest messaging, pre-arrival sequences, reminders, and follow-up campaigns.
- **Post-Stay Follow-ups:**
Collect guest feedback, manage reviews, and maintain positive guest relationships.
**Required Qualifications**
- Previous experience in Guest Experience, Guest Relations, Guest Onboarding, Hospitality Operations, or Short-Term Rental Management.
- Hands-on experience with at least one major vacation rental PMS, preferably Hostaway, Guesty, or Hospitable.
- Strong understanding of guest onboarding, reservation management, and check-in procedures.
- Excellent written and verbal English communication skills.
- Experience handling guest complaints, escalations, and service recovery.
- Familiarity with guest verification, payment collection, and digital check-in processes.
- Strong organizational skills and ability to manage multiple reservations simultaneously.
- Experience supporting US-based hospitality or vacation rental businesses is preferred.
**CRM & PMS Platforms**
**Primary PMS Platforms (Highly Preferred):**
- Hostaway
- Guesty
- Hospitable
- Hostfully
- Lodgify
**CRM Platforms:**
- HubSpot CRM
- Salesforce
- Zoho CRM
**Additional Platforms:**
- Airbnb
- Vrbo
- Booking.com
- Breezeway
**Key Skills & Competencies**
- Guest Relationship Management
- Guest Onboarding & Verification
- Reservation & Booking Management
- Pre-Arrival and Check-in Coordination
- Automated Guest Communication
- Complaint Handling & Conflict Resolution
- CRM/PMS Data Management
- Hospitality Operations
- Cross-Team Coordination
- Guest Satisfaction & Review Management
**Ideal Candidate Profile**
The ideal candidate is a hospitality professional with strong technical knowledge of vacation rental systems and guest communication workflows. They should be capable of independently managing guest onboarding, maintaining accurate reservation records, coordinating property readiness, and delivering an exceptional guest experience throughout the entire booking journey.
**About the Role**
We are looking for an experienced Guest Experience & Onboarding Specialist to manage the complete guest journey, from reservation confirmation and pre-arrival communication to check-in, during-stay support, and post-stay follow-ups.
The ideal candidate must have hands-on experience with short-term rental operations, guest communication, reservation management, and guest onboarding systems. Strong knowledge of Property Management Systems (PMS), CRM platforms, and guest verification tools is highly preferred.
**Key Responsibilities**
- **Guest Onboarding:**
Manage the complete guest onboarding process, including reservation confirmations, guest details, verification, and pre-arrival requirements.
- **Guest Communication:**
Handle guest inquiries through email, phone, SMS, Airbnb, and other communication channels.
- **Reservation Management:**
Monitor upcoming bookings, guest information, check-in/check-out schedules, cancellations, and reservation modifications.
- **Guest Verification:**
Coordinate ID verification, security deposits, payment collection, and digital registration.
- **Check-in Coordination:**
Share access codes, smart lock instructions, property details, and check-in guidelines.
- **Guest Experience:**
Provide proactive support throughout the guest stay and resolve complaints, concerns, and special requests.
- **Operational Coordination:**
Coordinate with housekeeping, maintenance, and property management teams to ensure properties are guest-ready.
- **CRM & PMS Management:**
Maintain accurate guest profiles, reservation records, communication logs, and onboarding status.
- **Automated Workflows:**
Manage automated guest messaging, pre-arrival sequences, reminders, and follow-up campaigns.
- **Post-Stay Follow-ups:**
Collect guest feedback, manage reviews, and maintain positive guest relationships.
**Required Qualifications**
- Previous experience in Guest Experience, Guest Relations, Guest Onboarding, Hospitality Operations, or Short-Term Rental Management.
- Hands-on experience with at least one major vacation rental PMS, preferably Hostaway, Guesty, or Hospitable.
- Strong understanding of guest onboarding, reservation management, and check-in procedures.
- Excellent written and verbal English communication skills.
- Experience handling guest complaints, escalations, and service recovery.
- Familiarity with guest verification, payment collection, and digital check-in processes.
- Strong organizational skills and ability to manage multiple reservations simultaneously.
- Experience supporting US-based hospitality or vacation rental businesses is preferred.
**CRM & PMS Platforms**
**Primary PMS Platforms (Highly Preferred):**
- Hostaway
- Guesty
- Hospitable
- Hostfully
- Lodgify
**CRM Platforms:**
- HubSpot CRM
- Salesforce
- Zoho CRM
**Additional Platforms:**
- Airbnb
- Vrbo
- Booking.com
- Breezeway
**Key Skills & Competencies**
- Guest Relationship Management
- Guest Onboarding & Verification
- Reservation & Booking Management
- Pre-Arrival and Check-in Coordination
- Automated Guest Communication
- Complaint Handling & Conflict Resolution
- CRM/PMS Data Management
- Hospitality Operations
- Cross-Team Coordination
- Guest Satisfaction & Review Management
**Ideal Candidate Profile**
The ideal candidate is a hospitality professional with strong technical knowledge of vacation rental systems and guest communication workflows. They should be capable of independently managing guest onboarding, maintaining accurate reservation records, coordinating property readiness, and delivering an exceptional guest experience throughout the entire booking journey.
