Guest Communication Specialist

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) #J-18808-Ljbffr