Guest Relations & Property Specialist

We are a locally owned and operated vacation rental property management company based in Nashville, Tennessee. We are committed to providing outstanding service to both our guests and property owners. Our small team is dedicated to ensuring every guest enjoys a seamless and memorable experience, while also delivering exceptional management services to our property owners!

As our Guest Relations Specialist, you will play a key role in ensuring exceptional customer service with every guest interaction. This includes booking guests using our PMS software, collecting funds, answering guest inquiries on all booking platforms, including Airbnb, VRBO, Booking.com, Expedia and our website inquiries.

You will be responsible for addressing guest inquiries and resolving concerns with professionalism and care, identifying opportunities for upselling, and maintaining a positive, welcoming atmosphere. This role requires strong leadership skills and a deep passion for delivering top-tier guest service. Our ideal candidate is someone with a strong passion for hospitality and capable of managing multiple tasks and solving problems efficiently.

Key Responsibilities

• Address inquiries and concerns in a professional and efficient manner, ensuring a positive experience for all guests
• Utilize upselling techniques to enhance guest satisfaction and increase revenue
• Maintain a strong focus on delivering an exceptional guest experience from check-in to check-out
• Remain composed and effective in managing challenging situations or guest complaints
• Work collaboratively with the team to ensure smooth guest arrivals, stays, and departures
• Participate in weekend and on-call duty rotations as needed.
• Assist in various operational areas of the business, demonstrating flexibility and teamwork
• Exhibit a positive, solution-oriented attitude and actively seek opportunities for personal and professional growth

Skills & Qualifications

• Previous experience in customer service or hospitality is preferred
• Excellent interpersonal skills with the ability to work effectively in a team environment
• Strong problem-solving skills to address guest concerns efficiently
• Ability to thrive in a fast-paced setting while maintaining attention to detail
• Exceptional communication skills, both written and verbal
• Thrives under pressure with the ability to manage multiple tasks with ease and precision
• The ability to identify and capitalize on upselling opportunities.
• Experience with property management systems or hospitality software is preferred, but not required
• Comfortable with technology and quick to adapt to new tools and systems
• A degree in Hospitality or a related field is preferred but not required
• Minimum typing speed of 55 words per minute required
• Reliable transportation required

Additional Information:

• Weekends are required on a rotating basis (1-2 times per month)
• On-Call required on a rotating basis - available for guest emergencies and bookings as they arise after hours (2-3 times per week)

At UrbanNashville Vacation Rentals, you will be part of a dynamic and growing team committed to providing guests with exceptional experiences in the heart of Music City.

If you are passionate about hospitality and eager to grow in a fast-paced and rewarding environment, we encourage you to apply. We can’t wait to meet you!