Escalation Specialist- Short Term Rentals

Escalation Specialist – Guest Services (Remote) Full-Time | Remote | Hospitality / Short-Term Rentals We are looking for a highly skilled Escalation Specialist to join our Guest Services Department and serve as the final point of contact for guests who need elevated support. This role is ideal for someone with excellent communication skills, strong emotional intelligence, and the ability to make fair, fast decisions that resolve issues and protect our brand reputation. What You’ll Do

• Handle all supervisor-level guest escalations with warmth, professionalism, and confidence.
• Review cases, investigate issues, and deliver clear solutions.
• Issue compensation based on company guidelines (refunds, credits, gestures).
• Process refund links and send refund letters.
• Manage guest verifications and escalated checks.
• File and manage damage claims and guest reimbursement claims (Airbnb, VRBO, internal).
• Prevent negative reviews by resolving concerns and restoring guest satisfaction.
• Collaborate with Operations, Maintenance, and Accounting to ensure fast problem resolution.
• Maintain accurate, detailed notes within our internal ticketing system.

What We’re Looking For

• 2+ years in guest services, hospitality, customer escalations, or dispute resolution.
• Exceptional written and verbal communication.
• Strong ability to de-escalate upset guests.
• Confident decision-maker with high emotional intelligence.
• Tech-comfortable: able to quickly learn PMS, Airbnb, VRBO, Slack, and Airtable.
• Experience managing refunds, verifications, or claims is a plus.

Success in This Role Looks Like

• Turning unhappy guests into satisfied ones.
• Closing escalated cases without upper-management involvement.
• Preventing negative reviews.
• Filing accurate, timely claims and refunds.

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