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Proactive Guest Relations Expert – Help Prevent & Resolve Airbnb Negative Reviews
We’re a fast-growing vacation rental management company seeking a skilled, empathetic communicator to follow up with recent guests who had less-than-perfect experiences. Your goal is to ensure they feel heard, supported, and—where appropriate—encouraged to update or remove a negative review. You’ll be responsible for: Reaching out to guests after checkout (particularly those with issues) Resolving minor concerns (or escalating when needed) Encouraging satisfied outcomes that reduce the chance of bad reviews Guiding guests (tactfully) on how to revise or remove negative feedback if appropriate Keeping communication records and tracking follow-ups What We’re Looking For: Experience with Airbnb or vacation rental customer service Strong written and verbal English communication Emotional intelligence and the ability to handle sensitive situations tactfully A proactive mindset—we want someone who spots and solves problems before they escalate Bonus if you have: Experience with Hostfully, Hospitable, or other guest messaging platforms Familiarity with review removal/revision processes on Airbnb Customer success, support, or hospitality background Why Work With Us? We’re a passionate team managing beautiful homes for guests who expect amazing experiences. We believe in proactive hospitality and guest-first problem-solving. This role is part-time to start, but has the potential to grow as our company expands. Let’s turn unhappy guests into loyal fans—together.