Must be amenable and flexible to work in Central Time
About the company
Five Star Vacation Home Rentals manages approximately 70 short-term rental properties across Austin and San Antonio, Texas. We provide full-service management for our homeowners, including pricing, listings, cleaning, maintenance, and guest experience across Airbnb and Vrbo.
Position summary
This role is the primary point of contact for our guests by phone. Responsibilities span three areas: converting inbound booking inquiries, resolving guest issues during stays, and recovering negative guest experiences before they become negative reviews.
The position requires independent judgment, comfort negotiating compensation with dissatisfied guests, and the resourcefulness to coordinate contractors and vendors under time pressure.
Key responsibilities
Reservations
- Respond to inbound inquiries by phone quickly and convert them to bookings
- Answer property, amenity, and area questions; recommend alternative properties when a first choice is unavailable
- Apply booking discounts within defined authority levels
Guest support
- Serve as first point of contact for guest calls, texts, and messages on our shared business line
- Troubleshoot issues directly with guests — smart locks, thermostats, pool equipment, wifi, appliances — using our property detail sheets
- Triage each issue: resolve by phone, dispatch a vendor, or escalate
- Document all interactions for handoff to the daytime team
Maintenance coordination
- Diagnose issues accurately enough to dispatch the correct trade
- Work our vendor list to secure service, and source new contractors when regular vendors are unavailable
- Coordinate property access for contractors, including codes, lockboxes, and gate entry
- Follow issues through to resolution and escalate per approval thresholds
Review recovery and resolutions
- Contact guests proactively when a stay has gone poorly, before a review is posted
- Call guests who leave negative reviews to pursue resolution and, where appropriate, review removal
- Negotiate refunds, credits, and comped nights within defined authority
- Prepare and send DocuSign resolution agreements and track completion
Requirements
- Exceptional spoken and written English; this role is on the phone with American guests throughout the shift
- 3+ years in hospitality, guest services, reservations, property management, or high-touch customer support
- Demonstrated ability to de-escalate difficult conversations
- Comfort discussing money, including holding a position on compensation offers
- Strong Google Workspace skills, particularly Sheets and Drive
- Ability to learn new applications independently
- Reliable high-speed internet, backup power and connectivity, quiet workspace, and a quality headset
- Available for the full Monday–Friday, 3:00 PM – 10:00 PM Central schedule on a long-term basis
Preferred: short-term rental experience; OwnerRez, Breezeway, Quo, or comparable platforms; conversational Spanish; familiarity with Airbnb and Vrbo resolution policies.
Tools
Quo (business phone), Google Drive and Sheets, Airtable, OwnerRez, Breezeway, Slack, DocuSign, and smart lock, thermostat, pool, and camera applications.
Onboarding
New hires begin with administrative work to learn our portfolio and systems, followed by dedicated training with our operations and revenue leads on maintenance troubleshooting, vendor processes, and pricing. Phone training follows, with supported calls before taking first-line responsibility. Full independence is expected by 90 days.
Compensation
hourly rate, plus performance bonus tied to booking conversion and review outcomes. Paid time off and paid holidays. This is a long-term position with a growing company.
Application process
Submit your resume to [email protected] along with a 2–3 minute voice or video recording responding to the following:
***A guest calls at 9:40 PM. The air conditioning has been out for three hours, the outside temperature is 92 degrees, they have two small children, and they are requesting a full refund. Describe what you would say and what you would do***
Failure to submit your resume along with the video will result to automatic failure. Selected candidates will complete an introductory interview followed by live mock calls with our team.
Job Type: Full-time
Pay: $8,955.00 - $11,940.14 per hour
Experience:
- Reservation Specialist: 3 years (Preferred)
Language:
- English (Required)
- Spanish (Required)
Work Location: Remote
