Gust Services Specialist

ABOUT THE BUSINESS

We are a hospitality and property management company focused on delivering consistently high-quality guest experiences while protecting and maintaining the homes entrusted to us. Our operations combine guest communication, property quality control, cleaning and maintenance coordination, vendor management, reporting, and technology to ensure every stay runs smoothly and every property remains guest-ready.

We've teamed up with Handoff to bring on a Guest Experience Specialist who will serve as the frontline of day-to-day operations. You'll monitor guest communication, coordinate cleaning and maintenance, oversee property quality, support new property launches, and make sure open issues are documented and resolved. This is a highly detail-oriented role where success depends on proactive follow-through, strong judgment, and consistent execution across every shift.

RESPONSIBILITIES

Guest Communication & Support:

• Provide timely, professional support to guests before, during, and after their stay, including check-in questions, access issues, property concerns, and general assistance.

• Monitor AI-assisted and direct guest communication, ensuring every response is accurate, complete, on-brand, and handled within required response times.

• Resolve guest issues proactively, document incidents clearly, and escalate claims or situations that require additional approval.

Property Operations & Quality:

• Coordinate cleaning schedules, review post-clean documentation, and flag quality issues before guest arrival.

• Monitor property readiness, supplies, smart locks, cameras, and other operational systems.

• Help ensure properties consistently meet established quality and guest-readiness standards.

Maintenance & Vendor Coordination:

• Own maintenance issues from identification through resolution, including documentation, vendor coordination, quotes, and follow-up.

• Work with cleaners, maintenance providers, and other vendors to resolve issues quickly and keep property operations running smoothly.

• Escalate repairs or decisions that require manager or owner approval.

Reporting & Property Support:

• Maintain clear shift handoffs, open-item tracking, and operational documentation so nothing is lost between team members.

• Support monthly owner reporting, invoice organization, and property-related administrative tasks.

• Assist with new property launches, including system setup, vendor coordination, operational checks, and guest-messaging readiness.

ABOUT YOU

• Experience in hospitality, short-term rentals, property management, guest services, operations, or a similar service-focused environment.

• Strong written communication skills with the ability to respond clearly, professionally, and quickly to guest needs.

• Highly organized with strong attention to detail and the ability to manage multiple properties, tasks, and open issues simultaneously.

• Proactive approach to identifying problems before they affect guests or property owners.

• Strong follow-through with the ability to take an issue from identification through complete resolution.

• Comfortable coordinating cleaners, maintenance providers, vendors, and other external partners.

• Strong judgment around when to act independently and when an issue requires escalation.

• Comfortable using technology, AI-assisted tools, property management platforms, and documented SOPs as part of daily work.

• Strong documentation habits with the ability to maintain accurate records and operational updates.

NICE TO HAVE

• Previous experience supporting Airbnb, VRBO, or other short-term rental operations.

• Familiarity with Hospitable, Notion, Google Workspace, or similar property and operations tools.

• Experience working with AI-assisted guest messaging or customer support systems.

• Experience coordinating property maintenance, cleaning teams, and outside vendors.

• Familiarity with owner reporting, property expenses, invoices, and basic operational reconciliation.

• Experience supporting new property launches or onboarding new short-term rental listings.

• Familiarity with smart locks, security cameras, and other connected property technology.

WHAT SUCCESS LOOKS LIKE

• Guest review rating: Maintain an overall rating of 4.9+ and 9.0+ on VRBO.

• Guest inquiry response rate: 100% of guest inquiries receive a response.

• Response time: Guest messages are handled within 10 minutes or less during every shift.

• Maintenance documentation: 100% of identified maintenance issues are documented within 6 hours.

• Access code delivery: Guests receive codes at least 12 hours before check-in, or within 30 minutes for same-day or last-minute bookings.

• Owner reporting: Monthly owner reports are prepared on schedule and delivered no later than the 7th of each month.

WHY YOU’LL LOVE IT

• Be at the center of the guest experience: Your work directly influences how smoothly each stay runs and how guests remember it.

• Own real operational outcomes: You'll follow issues from first alert through resolution rather than simply passing them along.

• Work across the full property lifecycle: You'll touch guest communication, cleaning, maintenance, quality control, reporting, and property launches.

• Use technology every day: AI messaging, property management platforms, smart-home tools, and operational systems are central to the role.

• Build trust through consistency: Strong execution means guests feel supported, owners stay informed, and the team knows nothing is falling through the cracks.

• Make an immediate impact: The quality and speed of your work directly affect guest satisfaction, property readiness, and overall operational performance.