Must be amenable and versátil to work in Central Time

About the company

Five Star Vacation Home Rentals manages approximately 70 short-term rental properties across Austin and San Antonio, Texas. We provide full-service management for our homeowners, including pricing, listings, cleaning, maintenance, and guest experience across Airbnb and Vrbo.

Position summary

This role is the primary point of contact for our guests by phone. Responsibilities span three areas: converting inbound booking inquiries, resolving guest issues during stays, and recovering negative guest experiences before they become negative reviews.

The position requires independent judgment, comfort negotiating compensation with dissatisfied guests, and the resourcefulness to coordinate contractors and vendors under time pressure.

Key responsibilities

Reservations
- Respond to inbound inquiries by phone quickly and convert them to bookings
- Answer property, amenity, and area questions; recommend alternative properties when a first choice is unavailable
- Apply booking discounts within defined authority levels





Guest support
- Serve as first point of contact for guest calls, texts, and messages on our shared business line
- Troubleshoot issues directly with guests — smart locks, thermostats, pool equipment, wifi, appliances — using our property detail sheets
- Triage each issue: resolve by phone, dispatch a vendor, or escalate
- Document all interactions for handoff to the daytime team

Maintenance coordination
- Diagnose issues accurately enough to dispatch the correct trade
- Work our vendor list to secure service, and source new contractors when regular vendors are unavailable
- Coordinate property access for contractors, including codes, lockboxes, and gate entry
- Follow issues through to resolution and escalate per approval thresholds

Review recovery and resolutions
- Contact guests proactively when a stay has gone poorly, before a review is posted
- Call guests who leave negative review

📌 Guest Experience (Argentina)
🏢 Five Star Vacation Home Rentals
📍 Argentina