Guest Services Coordinator - Property Management

WE'RE HIRING: GUEST SERVICES COORDINATOR - PROPERTY MANAGEMENT

Compensation: $5/hour

Schedule: Full-Time, aligned with U.S. business hours

About the Company

We are a boutique property management and hospitality company specializing in high-end short-term rental accommodations. Our portfolio includes carefully curated properties designed to deliver unique, design-forward stays, primarily in high-demand urban markets.

Role Summary

Schedule/Shifting

The role follows rotating shifts depending on operational needs:

• 6:00 AM – 3:00 PM CST (Monday–Tuesday off)


• 8:00 PM – 5:00 AM CST (Tuesday–Wednesday off)

During high occupancy periods, team members may occasionally be asked to assist outside of their regular schedule to support operations (paid duty). Flexibility is important during peak demand periods to ensure guest experience and operational coverage are maintained.

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Key Responsibilities

Guest Communication & Review Management

-Monitor and manage all guest communication channels including Gmail, Akia, Quo, and Slack

-Respond to guest messages, handle escalations, follow up on inquiries, and support in-stay guests

-Respond to guest reviews across Airbnb (4–5 stars), Booking.com (9–10 ratings), and Expedia, escalating reviews requiring approval

Reservation Monitoring & Arrival Preparation

-Review new reservations daily in Mews, add reservation notes, and monitor unpaid bookings for the next 14 days

-Prepare arrivals by ensuring verification is complete, payments are received, and door codes are generated and sent via August, Yale, or Salto KS

-Update arrivals reports with VIP guests, special occasions, early check-ins (ECI), late checkouts (LCO), and special requests

Property Readiness & Coordination 

-Confirm cleaning schedules and inspections for all turnovers and same-day arrivals

-Monitor and resolve overdue tasks, including maintenance or readiness issues

-Identify risks to property readiness and escalate issues that may impact upcoming arrivals

Operations Coordination

-Follow up with vendors on estimates, photos, and completed work, and schedule maintenance requests

-Monitor operational updates and track maintenance progress across properties

-Escalate operational issues and coordinate with the Ops team, including lost and found handling

Owner Communication

-Monitor owner communications and respond to inquiries by coordinating internally for accurate information 

-Request approvals for estimates and upload invoices to the owner portal

-Prepare owner stays and coordinate requirements with the Operations team

Team Coordination & Reporting

-Review Slack channels daily and prioritize handover notes, urgent issues, and guest concerns

-Attend daily Scrum meetings and communicate key updates to the Operations team

-Prepare and run weekly Guest Services meetings

Project Management & System Updates

-Complete listing optimization updates based on revenue management reports

-Review and update system knowledge bases and internal documentation as needed

-Complete onboarding and offboarding tasks and other projects assigned through task management tools

Requirements

-Strong organizational skills with the ability to manage multiple tasks simultaneously

-Highly responsive and able to monitor and act on multiple communication channels in real time

-Detail-oriented with the ability to follow structured processes and checklists

-Ability to identify risks and escalate issues proactively

-Comfortable using tools such as Gmail, Akia, Quo, Slack, Mews, and smart lock systems (August, Yale, Salto KS)

-Familiarity with OTAs such as Airbnb (via SiteMinder), Booking.com, and Expedia

-Strong communication skills and ability to coordinate across teams