Guest Communications SpecialistBig Easy Management | New Orleans, LA$15-$18/hour | W-2 Part-Time/ Remote / Hybrid (based on location & experience)
About Big Easy Management
Big Easy Management is a fast-growing hospitality company managing a portfolio of short-term rentals and hotel operations across New Orleans. As we scale, we’re building a best-in-class Communications team focused on delivering consistent, thoughtful, and high-quality guest experiences at every stage of the stay.
Company Standards
At Big Easy Management, guest communication is not just about answering messages. It is a core part of the guest experience, review performance, revenue protection, and owner trust. The Guest Communications Specialist role is expected, but not limited, to:
- Respond promptly, clearly, and professionally to guest inquiries across all communication channels
- Work proactively to prevent avoidable guest issues before they escalate
- Own guest issues from first contact through resolution or proper handoff
- Use sound judgment, company resources, and established SOPs before escalating
- Maintain a high bar for tone, accuracy, empathy, brand voice, and follow-through
- Identify, document, and escalate guest, reservation, maintenance, or property-related issues appropriately
- Support smooth communication between guests, operations, housekeeping, maintenance, and leadership
- Provide clear shift reports and handoffs so open items do not fall through the cracks
- Contribute to a culture of accountability, responsiveness, teamwork, and continuous improvement
About the Role
As a Guest Communications Specialist, you are the voice of Big Easy Management and a key driver of guest satisfaction. You’ll manage guest interactions across multiple platforms from pre-booking questions to in-stay support ensuring every guest receives timely, professional, and empathetic service.
This role is ideal for someone who thrives in a hospitality, fast-paced environment, communicates clearly under pressure, and takes full ownership of issues through resolution. As the company grows, this position offers clear opportunities for increased responsibility, leadership, and advancement within the Communications team.
What You’ll Do
Guest Messaging & Issue Resolution
- Respond to guest inquiries across platforms with a goal of 15-minute response times when possible
- Own guest issues from first contact through resolution or proper handoff
- Review prior-day conversations to ensure nothing is missed or unresolved
- Apply company policies consistently while maintaining a calm, empathetic tone
- Use phone support when appropriate for complex or sensitive situations
Booking & Reservation Support
- Vette booking requests based on company standards
- Manage reservation updates (dates, guest count, check-in/out changes)
- Coordinate early check-in and late check-out requests when feasible
- Support booking conversion by responding accurately and helpfully to pre-booking questions.
- Assist with reservation updates and ensure booking details are accurate.
Maintenance Coordination & Escalations
- Help guests troubleshoot access, platform, and property-use issues before escalating.
- Create and manage maintenance tasks
- Document all actions clearly and thoroughly
- Escalate issues with context, recommendations, and urgency when needed
Quality, Ownership & Team Contribution
- Handle escalated or complex guest situations with confidence and sound judgment
- Contribute to improving templates, SOPs, and internal documentation
- Support onboarding and training of new team members as needed
- Identify trends or recurring issues and flag opportunities for improvement
- Help maintain consistency in tone, accuracy, and communication quality
- Understand when guest issues may have owner impact and escalate with appropriate context.
Shift Reporting & Handoffs
- Provide clear shift reports outlining open, ongoing, and resolved items
- Ensure seamless transitions between team members and shifts
Tools & Platforms You’ll Use
- Hostaway
- Airbnb, VRBO, Booking.com, Marriott Homes & Villas
- Cloudbeds (hotel PMS)
- Front (messaging platform)
- Aircall (phone support)
- Breezeway (maintenance coordination)
- Slack (internal communication)
What We’re Looking For
Required
- Strong written and verbal communication skills
- Ability to manage guest issues via messaging and phone
- Highly organized with strong attention to detail and follow-through
- Comfortable multitasking in a fast-paced environment
- Tech-savvy and able to quickly learn new systems
- Must complete a personality assessment for consideration: https://www.ondemandassessment.com/o/JB-GIOCQR436/landing?u=1146818
Preferred
- New Orleans local or deep knowledge of the city
- Experience in short-term rentals, hospitality, hotels, or customer support
- Familiarity with platforms like Airbnb, VRBO, Booking.com, or PMS tools
- Experience handling escalations or operational coordination
What Success Looks Like
- You take full ownership of issues from start to finish
- You use sound judgment and resources before escalating
- You communicate clearly, calmly, and professionally, especially under pressure
- You contribute to a team culture built on accountability and consistency
- You’re able to prioritize when you have multiple issues at once
Why Join Big Easy Management?
- Be part of a growing company with a long-term vision
- Clear expectations and structured systems
- Real opportunities for growth and advancement
- Leadership focused on building sustainable, high-performing teams
- Play a key role in shaping the future of guest communications as we scale
Compensation & Benefits
Big Easy Management is committed to building a strong, sustainable team and investing in long-term growth. We believe high standards and accountability should be paired with meaningful support.
- $15-$18/ hour
- Laptop provided
- Direct access to leadership and meaningful input into how operations are built and improved
- Discounts for stays within portfolio
Pay: $15.00 - $18.00 per hour
Benefits:
- Employee discount
- Referral program
Work Location: Remote
