AirBnB Guest Services & Marketing Coordinator - 39524829777 Clone

Position : Guest Services & Marketing Coordinator

Work Hours (Client) : 10:00 AM - 6:00 PM EST Thursday to Monday (Tuesday/Wednesday off)

Holidays : 5 days annual PTO

Pay Range : $1200 - $1400 USD/month (varies based on skill set and experience level)

Location of Search : South Africa, Philippines, Latin America, or Any Region

Work Location : REMOTE

Company/Client Overview

A boutique, family-run vacation rental and property management company based in Ellicottville, New York. We specialize in managing and hosting luxury chalets and cabins designed for comfort, relaxation, and adventure in a four-season mountain town.

We’re looking for a highly organized and service-driven Guest Services & Marketing Coordinator to support both our guest relations and marketing efforts. This role is essential to maintaining the high standards of communication, responsiveness, and brand presence our guests expect.

Duties And Responsibilities

As the first point of contact for many guests, you’ll manage inbound communication via phone, email, and SMS, and support local Guest Service Managers on their days off. In addition, you will assist with marketing initiatives, including social media management, newsletters, and email campaigns, helping to maintain and grow engagement with our guest community.

This position is ideal for someone with a hospitality mindset who thrives in dynamic environments, enjoys solving problems with empathy, and has a flair for marketing and communication.

Guest Services

• Manage inbound communication via phone, email, and text from guests; provide accurate and helpful responses in a timely manner.
• Step in for on-site Guest Services Managers during their days off, ensuring guests receive uninterrupted, high-quality service.
• Triage and coordinate action items—ranging from maintenance issues to check-in support—by collaborating with internal teams and local vendors using internal software systems including Streamline & Breezeway.
• Keep guests informed throughout the resolution process and follow up to ensure satisfaction.
• Accurately log guest interactions, issues, and resolutions in internal systems for consistency and tracking.

Marketing & Communications

• Manage social media channels (Instagram, Facebook, TikTok, etc.) with regular content creation, scheduling, and engagement.
• Create and send newsletters and email campaigns using MailChimp or similar platforms to engage guests and drive bookings/upsells.
• Assist with marketing campaigns, promotions, and guest engagement initiatives.
• Track and report on social media and email campaign performance; make recommendations to improve engagement and ROI.
• Collaborate with the team to ensure brand consistency across all guest communications and marketing content.

Other Responsibilities

• Assist with sourcing and ordering items for guest experiences and operational needs.
• Keep organized records of marketing content, schedules, and campaign results.
• Gain familiarity with guest communication/upsell platforms such as Enso Connect (knowledge a plus, but not required).

Minimum Requirements

Language requirement: Excellent English Communication Skills (neutral accent)

Education: Bachelor's Degree (ideally)

Experience: 3+ years of related experience

Industry: Hospitality

• 3+ years in customer service, hospitality, or guest relations
• Experience in vacation rentals is required
• Minimum of 1+ Years of experience managing social media channels, creating content, and sending newsletters via MailChimp or similar platforms
• Experience with Streamline PMS, Breezeway, and OTA’s (Airbnb, VRBO) is advantageous
• Exceptional verbal and written English communication
• Calm and composed under pressure; able to multitask and prioritize in fast-paced environments
• Problem-solving mindset with a focus on guest satisfaction
• Technologically savvy—comfortable using customer service platforms, property management systems, and team communication tools
• Add Enso Connect as a provider where it would be great to have knowledge of it (but it is not essential). It is a guest communication/upsell platform
• Highly organized and detail oriented. For example this position would help source and order items