Guest Services & Reservations Specialist

Company Overview

Founded in 2011, Vacation Rentals by Aaron is a full-service property management company dedicated to making Southern California getaways seamless and unforgettable for our guests. Our team's meticulous attention to detail and hands-on experience ensure a stress-free experience from booking to checkout - and that same care extends to how we support our employees. We're looking for dedicated, detail-oriented people to join our growing team and help us deliver exceptional vacation experiences across San Diego.

Position Summary

We're seeking a Guest Services & Reservations Specialist who is passionate about hospitality and takes pride in creating exceptional guest experiences. As one of the primary points of contact for our guests, you'll guide them through every stage of their stay, from booking to checkout, ensuring every interaction is professional, responsive, and memorable.

Working closely with housekeeping, maintenance, and external partners, you'll coordinate seamless guest experiences while proactively resolving issues before they become problems. If you enjoy helping people, thrive in a fast-paced environment, and take pride in delivering outstanding service, we'd love to meet you.

Reporting to the Guest Services Manager, you'll manage reservations, respond to guest inquiries, coordinate service requests, and help ensure every stay reflects the high standards Vacation Rentals by Aaron is known for. Success in this role requires exceptional communication, sound judgment, strong attention to detail, and a genuine commitment to exceeding guest expectations.

Key Responsibilities

• Serve as the primary point of contact for guests throughout their stay
• Manage guest communications across phone, email, text, and messaging platforms
• Coordinate and confirm reservations, ensuring accuracy of booking details
• Respond promptly to guest inquiries and requests
• Provide personalized recommendations (local attractions, dining, activities) to enhance the guest experience
• Proactively identify and resolve guest issues before they escalate
• Anticipate guest needs and look for opportunities to create memorable experiences
• Coordinate with internal departments (housekeeping, maintenance, operations) to ensure smooth service delivery
• Liaise with external vendors to confirm services and resolve logistical issues
• Maintain accurate records of guest interactions, preferences, and requests
• Ensure consistent, accurate information sharing across all guest touchpoints
• Support check-in and check-out processes as needed
• Uphold high standards of hospitality and customer satisfaction in every interaction

Required Qualifications

• A high school diploma or GED is required.
• Two (2) years minimum required experience in a guest services role, preferably in a hotel or hospitality environment.
• Effective communication skills in spoken and written formats with internal and external customers.
• Must have attention to detail.
• Basic knowledge of Property Management Systems and a broad understanding of VRBO and Airbnb platforms.
• Must be able to utilize computer software, web-based resources, and Microsoft Office programs.
• Ability to learn and utilize multiple systems in the completion of job functions.
• Ability to work independently in a fast-paced, metric driven environment.
• Ability to make decisions in situations where variables exist.
• Must be able to assess situations and make mutually beneficial decisions within established guidelines.
• Sales skills including positioning products to meet the needs of the customer are required.

Preferred Qualifications

• Experience with Guesty, Hostaway, or similar vacation rental software.
• Previous experience in short-term vacation rental management.
• Interest in expanding your real estate knowledge, including pursuing a real estate license or other industry certifications.
• Desire to grow professionally as Vacation Rentals by Aaron continues to expand.

Compensation, Benefits, & Schedule

Hourly Compensation

$25-$35 per hour, based on experience.

Bonus

Annual performance bonus of 3-6% of annual compensation based on individual and company performance.

Benefits

• Paid Time Off (PTO), vacation, and sick time
• Retirement savings plan
• Hybrid/remote work flexibility based on business needs
• Opportunities for professional growth and advancement within a growing company

Schedule

Monday through Friday, 8:00 AM-5:00 PM, with occasional evening or weekend coverage to support guest needs during peak travel periods.