Description
Guest Experience & Reputation Specialist (Remote)
Full-Time | Upkey Rentals | $950–$1,050/month | Remote (U.S. Hours)
About Upkey Rentals
At Upkey Rentals, we believe every stay should feel like coming home — elevated. Headquartered in Gainesville, Florida, we manage a curated portfolio of vacation homes that blend comfort, style, and thoughtful amenities in some of the state’s most sought-after destinations. From handpicked design details to responsive service, we go beyond just providing a place to stay — we create memorable guest experiences.
As one of the highest-rated operators in our region, we take pride in our reputation and the care we put into each guest interaction. Our guests include traveling professionals, sports fans visiting the University of Florida, and families seeking a relaxing getaway. When they stay with Upkey, they’re not just customers — they’re part of the extended Upkey family.
The Role: Guest Experience & Reputation Specialist
We’re on the lookout for a proactive, detail-driven, and thoughtful communicator to join our remote team. In this role, you’ll help protect and strengthen Upkey’s online reputation across platforms like Airbnb, Vrbo, Google, and others — ensuring guest voices are heard, issues are addressed swiftly, and our brand tone shines through every reply.
This is more than just monitoring reviews — it’s about spotting trends, identifying improvement opportunities, and acting with initiative to maintain our top-rated status. You’ll be an essential part of our feedback loop, helping turn insights into action and keeping our guests happy before, during, and after their stays.
Key Responsibilities
- Monitor and respond to guest reviews and feedback across all major platforms (Airbnb, VRBO, Google, etc.).
- Take ownership of escalated or time-sensitive feedback — proactively resolving issues and communicating updates to the team.
- Stay up to date on OTA content policies, and report or flag reviews that violate guidelines.
- Analyze feedback to identify patterns, wins, and actionable opportunities for improvement across properties.
- Collaborate with our local operations and remote teams to help implement quality improvements based on guest sentiment.
- Craft clear, professional, and brand-aligned written responses that reflect our tone of voice.
- Prepare regular reports summarizing guest sentiment and reputation KPIs.
- Stay informed on industry best practices in online reputation management and guest engagement.
What We’re Looking For
- 1–2 years of experience in hospitality, customer service, or a guest-facing role (vacation rental experience preferred).
- Familiarity with Airbnb, Vrbo, and other OTA platform policies.
- Comfort using AI tools and drafting/editing content with AI support.
- Strong analytical mindset — you know how to extract insights and turn them into actions.
- Excellent written and verbal communication skills.
- Ability to work independently and self-manage in a fast-paced, remote-first environment.
- Tech-savvy and quick to adopt new tools and software.
- Must have a reliable computer, internet connection of at least 25 Mbps download / 5 Mbps upload, and a WiFi backup.
Bonus points if you’ve worked with Guest Property Management Software (like Guesty, Hostaway, etc.) — but it’s not a dealbreaker. We’ll train the right person.
Schedule & Commitment
- Full-time (35–40 hours/week)
- Suggested schedule: Tuesday–Saturday, 9 AM – 5 PM EST
- We require availability during U.S. business hours and at least one weekend day each week.
- This is a dedicated role — we ask that candidates not hold secondary employment.
Compensation & Perks
- Monthly salary: $950–$1,050, based on experience and performance
- Supportive, collaborative culture with weekly check-ins and team communication via WhatsApp
- The chance to join a growing brand that values quality, creativity, and community
Ready to help build one of Florida’s most trusted short-term rental brands?
Apply now and bring your passion for hospitality, communication, and excellence to the Upkey family.