Guest Communication Representative

About Us
RivetStays is a fast-growing short-term rental management company committed to delivering exceptional guest experiences. We specialize in managing high-quality properties across multiple platforms, ensuring seamless stays for travelers worldwide. We’re looking for a detail-oriented and tech-savvy Listing & Guest Communication Specialist to join our team. This role is essential in managing property listings and ensuring outstanding guest interactions from inquiry to post-stay follow-ups. If you have experience in listing optimization and a passion for hospitality, we’d love to hear from you!

Key Responsibilities

Listing Management
- Create, manage, and optimize property listings on platforms like Airbnb, Upgrade to see actual info, and Expedia.
- Maintain up-to-date listings with accurate pricing, availability, and promotional offers.
- Enhance listing content (titles, descriptions, photos, and amenities) to maximize visibility and bookings.
- Leverage data and insights to improve listing performance and attract more guests.
- Troubleshoot and resolve listing-related issues to ensure optimal platform performance.

Guest Communication
- Respond promptly and professionally to guest inquiries across all platforms.
- Assist with booking requests, modifications, and cancellations.
- Provide guests with pre-arrival details, local recommendations, and personalized support.
- Address on-stay requests efficiently, ensuring a seamless guest experience.
- Collect and analyze guest feedback to improve overall satisfaction.
- Mediate guest complaints to ensure positive resolutions.

Qualifications
- Experience managing listings on major short-term rental platforms (Airbnb, Upgrade to see actual info, Expedia).
- Strong understanding of listing optimization techniques and platform-specific requirements.
- Airbnb Subject Matter Expert status or higher; former Airbnb Ambassadors preferred.
- Excellent written and verbal communication skills in English.
- Strong organizational skills and the ability to multitask effectively.
- Availability to work within the Eastern Standard Time (EST) zone.
- Reliable backup power supply and stable internet connection.

Preferred Qualifications
- Experience with dynamic pricing and revenue management tools (e.g., PriceLabs).
- Familiarity with property management software (e.g., Beds24) and communication platforms like RingCentral.
- Knowledge of SEO and market analytics for short-term rental listings.

Why Join Us?
- Flexible Work Environment – Remote or hybrid work options.
- Competitive Compensation – Salary with performance-based incentives.
- Career Growth – Opportunities to advance within a rapidly expanding company.
- Supportive Team Culture – Work with a collaborative and motivated team.

We look forward to welcoming you to the RivetStays team! ????