Guest Communications Assistant

Guest Support for Vacation Rentals (Remote | LATAM Only)

Summary:

We're hiring a Guest Communications Assistant to support the growing guest services team of a U.S.-based vacation rental company. This role is critical to maintaining a 5-star experience for guests by managing communication channels, resolving issues promptly, and assisting with property readiness audits.

As the business grows, you'll help prevent breakdowns in quality by owning daily checklists, coordinating with cleaners, and flagging any issues that could impact the guest experience.

Why This Role is Unique:

Direct guest impact: Be the first line of communication before, during, and after check-in.
Auditing with purpose: Support smooth operations across all listings.
Process-driven: Combine communication, attention to detail, and operational discipline.
Flexible yet structured: Work across key shifts to support business growth.

Core Responsibilities:

Guest Communications

• Manage all inbound communication from Hostaway and guest phone line.

• Respond promptly to issues (e.g., maintenance, access) and escalate when necessary.

• Build trust with guests by providing friendly, solution-focused support.

• Ensure 5-star experiences from booking to review using all available tools and SOPs.

Operations Support

• Perform daily audits to ensure unit readiness.

• Coordinate with cleaners to confirm cleanings meet time and quality expectations.

• Conduct check-in inspections and thermostat audits.

• Review security camera footage to ensure property condition aligns with brand standards.

• Assign unresolved issues and ensure follow-up tasks are completed.

• Support any other operational tasks required to ensure guest satisfaction.

Qualifications & Skills:

• Experience in guest services, hospitality, or property management preferred

• Strong written and spoken English communication

• Detail-oriented with high accountability and follow-through

• Comfortable with technology: messaging platforms, auditing checklists, smart devices

• Proactive problem solver with calm under pressure

• Familiarity with tools like Hostaway, messaging apps, Google Workspace (a plus)

Work Setup:

• Schedule: Thursday - Sunday (Various shifts)

• Remote role (LATAM only)

About Purple:

At Purple, we connect exceptional LATAM talent with U.S. companies through strategic outsourcing solutions that deliver results with integrity and excellence. Our mission is to help businesses scale without compromising on quality, while creating meaningful opportunities across borders.

Explore our culture and team:
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Ready to support impactful legal work from anywhere? Apply now.