Description
Company Overview
The 5 Star Co-Host is a short-term rental property management company built around one goal: delivering a consistently exceptional experience for guests and property owners alike. We manage a growing portfolio of properties and operate using smart systems and great people to make every stay seamless.
We’re a team that moves fast, communicates clearly, and takes real pride in the details. If you’re someone who cares about doing things right, you’ll fit in here.
Position Summary
As a Guest Experience Specialist, you’re the voice of The 5 Star Co-Host. You’ll manage guest communication from the moment someone inquires about a property through the end of their stay and beyond — making sure every interaction is fast, clear, and genuinely helpful.
This is a high-ownership role. You’ll be handling real guest situations in real time, making judgment calls, solving problems, and keeping everything moving smoothly. You’ll work alongside a collaborative remote team and have clear processes to support you — but you’ll be expected to bring your own initiative and care to every shift.
This role requires the ability to respond quickly and stay engaged throughout your shift — guests should never feel like they’re waiting on us.
Key Responsibilities
Guest Communication
Be the first and most consistent point of contact for guests across all platforms.
- Respond to inquiries, messages, and requests across Airbnb, VRBO, direct bookings, email, and SMS
- Manage the full guest journey: inquiry → booking → stay → post-stay follow-up
- Maintain a fast, professional, and empathetic tone in every interaction
- Ensure guests always have the information they need, before they have to ask
Reservation Monitoring & Guest Flow
Stay ahead of what's happening across the portfolio so guests are never caught off guard.
- Monitor active reservations, check-ins, and check-outs
- Ensure guests are fully prepared before arrival
- Handle early/late requests and day-of guest needs
- Identify and flag potential issues before they affect the guest experience
Issue Resolution & Escalation
Handle problems with confidence and good judgment.
- Resolve guest issues — lockouts, complaints, property concerns — within defined guidelines
- Use the 1:3:1 escalation method (1 problem, 3 possible solutions, 1 recommendation) when surfacing complex issues
- Escalations should come with context, not just problems — we expect thoughtful recommendations, not handoffs
- Escalate sensitive or high-stakes situations to the Guest Experience Lead or management
Pre-Arrival Execution
Make sure every guest arrives prepared and every step is completed before they do.
- Send, track, and follow up on rental agreements
- Verify guest information and booking compliance
- Confirm check-in instructions and access details
- Ensure all required pre-arrival messaging is completed on time
Daily Operational Coordination
Keep a close eye on the day-to-day to ensure nothing falls through the cracks.
- Monitor departures and confirm check-outs
- Support day-of coordination with cleaners as needed
- Flag maintenance or property issues in real time
- Ensure all guest-facing details remain accurate and current
Systems & Property Monitoring
Use available tools to stay informed and catch issues early.
- Review lock systems, WiFi, and access tools for potential issues
- Monitor security cameras and flag unusual activity
- Report anything that may impact the guest experience
Reviews & Reputation
Help maintain the strong reputation we've built with guests and on platforms.
- Respond to guest reviews in a timely and professional manner
- Flag negative feedback internally for review before responding publicly
- Support a consistent, high-quality online presence
Team Communication & Handoffs
Keep the team informed and transitions seamless.
- Document guest interactions clearly and accurately in internal systems
- Provide thorough handoffs between shifts
- Collaborate with team members to maintain consistent guest coverage
Required Qualifications
- Experience in guest support, hospitality, or customer service
- Strong written English communication skills — clear, professional, and warm
- Ability to manage multiple conversations and priorities simultaneously
- Ability to stay organized and effective during high-volume periods
- Good judgment and genuine problem-solving ability
- Comfort in a fast-paced, real-time work environment
Compensation, Benefits, & Schedule
Monthly Salary: $1000 - $1400 USD
Bonus
Up to 8% of yearly salary for annual bonus paid out during calendar year if individual and company KPIs are met
Benefits
- Paid time off such as PTO, sick days, and vacation days
Schedule
- TBD with some flexibility but need availability Friday- Monday 8am-6pm EST