Guest Relations & Property Specialist

Role Overview

We are a small property management team. We all work together to ensure a flawless guest experience. As a Vacation Rental Guest Relations Specialist, you will play a key role in ensuring exceptional customer service at every guest interaction. This includes booking guests using our PMS software, collecting funds, answering guest inquiries on all booking platforms, including Airbnb, VRBO, , 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, capable of managing multiple tasks and solving problems efficiently. While prior experience is a plus, we are open to candidates with less experience but have a teachable spirit and a winning attitude.

• Address guest 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 the weekend and on‑call duty rotation working every 3rd to 4th weekend and on‑call 2‑3 nights per week.
• 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.

• Proven experience in customer service with a strong commitment to exceeding guest expectations.
• Exceptional communication skills, both verbal and written.
• Strong problem‑solving skills with a proactive, solutions‑focused mindset.
• Detail‑oriented with the ability to manage multiple tasks simultaneously.
• 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 bachelor’s degree in Hospitality, Business, or a related field is preferred.
• Minimum typing speed of 55 words per minute is preferred.
• Reliable transportation to commute to the Nashville area is required.

Weekends:
Required on a rotating basis (1‑2 times per month, overtime pay).

On‑call duty:
Required on a rotating basis (2‑3 times per week, paid).

Pay Rate: $22‑$24/hr

At Urban Nashville 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 your career in a fast‑paced and rewarding environment, we encourage you to apply.

Become a part of the Urban Nashville Vacation Rentals team and contribute to a dynamic company committed to providing outstanding guest experiences in the heart of Music City. Apply today and take the next step in advancing your hospitality career. We can’t wait to meet you!