Trust First Management - Why Join Us? (This isn’t your average job ad.)
We’re not looking for someone to just fill a role.
We’re looking for A-Players who want to be part of something big, something that’s moving fast, breaking records, and rewriting what “great” looks like in the short-term rental industry.
We manage 30+ high-performing vacation rentals with an average guest rating of 4.93+ (translation: we don’t do average). Our mission is to deliver exceptional guest and owner experiences every single time while scaling smart to hit $5 million in total booking revenue in the next 6 months.
We’re looking for a fast, detail-oriented Guest Communication Specialist to manage all guest messaging across our portfolio of short-term rental properties.
In this role, you will be responsible for delivering a seamless, high-quality guest experience from booking to checkout while protecting the company’s time, revenue, and reputation. This is not a passive customer service role. You are expected to think critically, solve problems quickly, and act with urgency in a fast-paced environment.
Respond to all guest messages across Airbnb, Booking.com, Hopper, VRBO, and direct bookings
Maintain fast response times (target: under 5 minutes during scheduled shifts)
Communicate in a warm, professional, and efficient tone
Handle pre-booking questions, check-in instructions, and post-stay follow-ups
Troubleshoot guest issues in real time (WiFi, access, cleanliness, etc.)
Coordinate with cleaners, maintenance, and operations teams as needed
Follow company SOPs for refunds, discounts, and escalations
De-escalate guest concerns and protect review ratings
Manage early check-in and late checkout requests
Ensure all reservation details are accurate and complete
Send scheduled messages and monitor automations for accuracy
Document all actions clearly in Guesty
Create and track operational tasks through completion
Monitor guest satisfaction throughout each stay
Identify and resolve issues before they impact reviews
Help maintain a consistent 5-star guest experience
Strong written English skills (clear, natural, and professional communication)
Experience managing guest communication on Airbnb or similar platforms
Ability to multitask and manage multiple conversations at once
High attention to detail with strong accuracy
Fast decision-making and problem-solving ability
Reliable internet and ability to work scheduled shifts
Compensation: $5/hour
Bonus: Performance-based opportunities may be available
Benefits: Opportunity to grow with a fast-scaling company
Schedule: Shift-based schedule with high responsiveness expectations
Job Type: Contractor
Location: Remote, Philippines (must have reliable internet connection)
Guest Communication Specialist • Remote, Philippines, Philippines
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