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.
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.
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
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
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
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
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
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
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
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
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
$1000 - $1400
Up to 8% of yearly salary for annual bonus paid out during calendar year if individual and company KPIs are met
Paid time off such as PTO, sick days, and vacation days
TBD with some flexibility but need availability Friday- Monday 8am-6pm EST