Work With Us

Open Position

Guest Service Representative

Job Summary

Seeking a highly organized, proactive, and detail-oriented local Guest Service Representative to support our growing luxury short-term rental business in Boulder, Colorado. This role is a mix of on-the-ground guest support, both guest and homeowner communications along with vendor management to ensure seamless guest experiences.

The ideal candidate is a strong communicator, problem-solver, and multitasker with local knowledge of Boulder and a passion for hospitality. This position is a dynamic mix of both in-person responsibilities and remote computer-based, including, vendor coordination, and troubleshooting on-site issues.

Key Responsibilities

• • Monitor and manage messages across multiple short-term rental platforms. Respond promptly and professionally to guest needs via messaging platforms, email, and phone.
  • Address and quickly resolve guest concerns or property-related issues, coordinating with internal teams or external vendors as needed.
  • Handle guest-related issues with empathy, efficiency, and discretion, ensuring high guest satisfaction and positive reviews.
  • Provide accurate information regarding property features, understanding of check-in/check-out procedures.
  • Conduct property inspections to ensure quality and compliance with standards.
  • Document and escalate recurring issues and operational inefficiencies to improve guest and homeowner satisfaction.
  • Collaborate with homeowners, housekeeping, and maintenance teams to ensure properties meet guest expectations.
  • Maintain a high standard of customer service to enhance guest experiences and encourage positive reviews.
  • Develop in-depth knowledge of each property’s layout and features to make personalized stay recommendations such as nearby hiking or grocery stores.
  • Create and maintain internal documentation, standard operating procedures, and templates.
  • Assist with property photoshoots.

Qualifications & Requirements

• • Previous experience in customer service, hospitality, or short-term rental management is preferred.
  • Exceptional written and verbal communication skills in English.
  • Strong problem-solving prowess and the ability to remain calm and professional under pressure.
  • Comfortable working both independently and collaboratively in a fast-paced environment.
  • Tech-savvy and proficient with Google Workspace suite (Drive, Docs, Gmail, etc.), Slack, and/or similar communication and productivity apps.
  • Ability to multitask and manage multiple guest interactions simultaneously.
  • Flexible availability, including evenings, weekends, and holidays as needed.
  • Reliable transportation to visit Boulder-area properties as needed. 
  • In-depth knowledge of Boulder, including its neighborhoods, attractions, and local services, is highly preferred.
  • This is a 1099 contract role requiring the use of a personal laptop and smartphone, with the ability to download necessary work apps. Candidates must have reliable high-speed internet and up-to-date devices capable of running required applications efficiently.