Guest Experience Coordinator for North American Vacation Rental Company
Reviewed by Talented TeamApplication Deadline: June 19, 2026
Step into a guest experience seat at an established vacation rental management company that has been running for ten years across Toronto, Kenmore, and Quebec. The property portfolio is expanding quickly and the team needs 24/7 guest coverage across three time zones. This is not a script-reading chat role. You will be the person who decides whether a guest gets a refund when a ceiling leaks at 11pm, who calls the building property manager, who loops in the right cleaner, and who sets the follow-up so nothing falls through the cracks. The founder has hired and managed VAs across multiple markets for years. Systems, channel manager, and SOPs are already in place. You are stepping into structure, not building from scratch.
Must Haves
- 2+ years in a remote guest communications, hospitality, or short-term rental support role
- Hands-on experience inside a vacation rental channel manager such as Guesty, Hospitable, Hostaway, or similar
- Strong written and verbal English with confidence handling upset guests over chat and phone
- Direct experience coordinating between guests, cleaners, and maintenance vendors across multiple properties
- Track record of handling guest escalations end-to-end (refund decisions, vendor dispatch, follow-up) without escalating every incident to the owner
- Professional workstation with webcam, noise-canceling headset, and stable internet (25 Mbps+).
Nice to Haves
- Experience supporting properties across multiple time zones or markets
- Familiarity with Airbnb, VRBO, and Booking.com listing management and dispute resolution
- Background working directly with a property owner or small operator rather than a large agency
Core Responsibilities
- Handle inbound guest communication across Airbnb, VRBO, Booking.com, and direct channels, covering check-ins, check-outs, and in-stay issues across Toronto, Kenmore, and Quebec properties
- Coordinate cleaners, maintenance vendors, and building property managers when issues come up on-site, then set follow-ups so nothing gets dropped
- Make judgment calls on guest escalations, including refund conversations, rebooking, and deciding when to loop in the founder versus resolving directly
Expectations
- Full-time, 40 hours per week, covering a shift block within a 24/7 guest support rotation across Eastern and Central time zones
- Success means the founder is not pulled in on routine guest issues, cleaner coordination, or vendor follow-ups. You are escalating only what genuinely requires owner input.
- You will be working across three markets with different building rules, cleaners, and vendor contacts. Staying organized across that complexity is the core of the job.
- Start date: ASAP
Application Process
20-minute application (video required)
20-minute operations and scenario assessment
20-minute 1-on-1 video interview
20-minute final client interview
Compensation & Perks
- $1,000 - $1,200/month paid in USD (based on experience)
- Direct-hire role with a fast-growing portfolio and room to take on more responsibility as new properties come online
- Direct exposure to North American short-term rental operations across three markets and multiple booking channels
Verified by TalentedIs This Legit?
- 100% free to apply - we never charge candidates
- No gambling or adult content roles
- Real companies ready to hire (no data scraping)
- No application bidding - everyone is considered equally
From Our Talent
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From Our Team
"I've watched this entire process end to end - from pre-interviews to client calls - and seeing qualified candidates successfully matched with the right clients has been fulfilling!"
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Recruitment at Talented
Important: These are independent contractor positions and do not constitute an employment relationship.