Guest Services Manager (Short-Term Rentals | Airbnb + VRBO)

Type: Part-time, Remote Compensation: $600/month for the first 3 months (training + ramp-up) → $900/month after 3 months (promotion), based on performance and reliability Portfolio: 17 properties Role Summary The Guest Services Manager is the primary point of contact for guests from inquiry through checkout. You'll manage Airbnb + VRBO messaging, improve guest experience, protect 5-star reviews, and coordinate with the owner/cleaning team when issues arise. Key Responsibilities 1) Guest Communication (Core) Respond to all Airbnb/VRBO messages promptly and professionally Answer pre-booking questions, confirm guest counts, pets, and special requests Send/check scheduled messages: booking confirmation, check-in instructions, mid-stay check-in, checkout instructions 2) Reservation & Calendar Management Monitor reservations, same-day turns, and tight gaps Handle early check-in / late checkout requests (per guidelines) Flag potential problems before they become emergencies (conflicting requests, risky bookings, rule misunderstandings) 3) Issue Resolution & Coordination Triage guest issues (lockouts, Wi-Fi, cleanliness, maintenance, hot tub questions, etc.) Escalate to owner/cleaner/vendor as needed with clear details, photos, and urgency level Follow up with guests after resolution to ensure satisfaction 4) Review & Reputation Support Encourage reviews with best-practice timing Draft/respond to reviews professionally Track recurring guest complaints and report patterns so problems stop repeating 5) Documentation & Admin (Light) Keep a simple log of guest issues + outcomes (property, issue, resolution, follow-up) Maintain/update saved replies/templates for consistency Required Availability Daily coverage , including weekends/holidays (rotations can be discussed later as the team grows) Strong coverage during check-in hours (typically 3-9pm local time) Ability to respond quickly to urgent issues (lockout, no entry, safety concerns) Performance Standards (How Success Is Measured) Response time: fast, consistent (especially during check-in window) Review outcomes: protect/raise overall rating; reduce "communication" complaints Resolution speed: issues handled with clear ETA + follow-up Organization: clean handoffs to owner/cleaner; accurate notes and escalation Qualifications Experience with Airbnb/VRBO hosting, hospitality, customer service, or property management Calm under pressure; excellent writing and tone Strong judgment (knows when to comp vs when to hold boundaries) Highly reliable, detail-oriented, and comfortable working independently Tech-comfortable (Google Docs/Sheets, messaging apps, basic task tracking) Tools (We Provide/Use) Airbnb + VRBO platforms (required) Shared templates/saved replies Simple tracking system (Google Sheet / Trello / similar) Promotion After 3 Months (to $900/month) Promotion is based on: Consistent coverage and reliability Meeting response-time expectations Fewer escalations due to proactive handling Clear guest communication + improved review outcomes Clean coordination with owner/cleaning team