Guest Service Representative

Want to be part of a team that’s redefining vacation rentals?

We’re looking for talented, driven individuals who care deeply about quality, hospitality, and innovation. At HHC, we combine a data-driven approach with a commitment to delivering exceptional guest experiences. Whether it’s behind the scenes optimizing performance or on the ground ensuring every home is perfect, every role plays a key part in our mission. Come grow with us!

Job Summary

Seeking a highly organized, proactive, and detail-oriented local Guest Service Representative to support our growing luxury short-term rental business in Boulder, Colorado. This role is a mix of on-the-ground guest support, both guest and homeowner communications along with vendor management to ensure seamless guest experiences.

The ideal candidate is a strong communicator, problem-solver, and multitasker with local knowledge of Boulder and a passion for hospitality. This position is a dynamic mix of both in-person responsibilities and remote computer-based, including, vendor coordination, and troubleshooting on-site issues.

Key Responsibilities

• Monitor and manage messages across multiple short-term rental platforms. Respond promptly and professionally to guest needs via messaging platforms, email, and phone.
• Address and quickly resolve guest concerns or property-related issues, coordinating with internal teams or external vendors as needed.
• Handle guest-related issues with empathy, efficiency, and discretion, ensuring high guest satisfaction and positive reviews.
• Provide accurate information regarding property features, understanding of check-in/check-out procedures.
• Conduct property inspections to ensure quality and compliance with standards.
• Document and escalate recurring issues and operational inefficiencies to improve guest and homeowner satisfaction.
• Collaborate with homeowners, housekeeping, and maintenance teams to ensure properties meet guest expectations.
• Maintain a high standard of customer service to enhance guest experiences and encourage positive reviews.
• Develop in-depth knowledge of each property’s layout and features to make personalized stay recommendations such as nearby hiking or grocery stores.
• Create and maintain internal documentation, standard operating procedures, and templates.
• Assist with property photoshoots.

Qualifications & Requirements

• Previous experience in customer service, hospitality, or short-term rental management is preferred.
• Exceptional written and verbal communication skills in English.
• Strong problem-solving prowess and the ability to remain calm and professional under pressure.
• Comfortable working both independently and collaboratively in a fast-paced environment.
• Tech-savvy and proficient with Google Workspace suite (Drive, Docs, Gmail, etc.), Slack, and/or similar communication and productivity apps.
• Ability to multitask and manage multiple guest interactions simultaneously.
• Flexible availability, including evenings, weekends, and holidays as needed.
• Reliable transportation to visit Boulder-area properties as needed. 
• In-depth knowledge of Boulder, including its neighborhoods, attractions, and local services, is highly preferred.
• This is a 1099 contract role requiring the use of a personal laptop and smartphone, with the ability to download necessary work apps. Candidates must have reliable high-speed internet and up-to-date devices capable of running required applications efficiently.

Position Details

HOURS

⏰ 15 hours per week (up to 60 hours per month)

📆 Availability required 7 days/week, with a strong emphasis on Thursday through Sunday

COMPENSATION

💵 $1,500/month to start (1099 contractor position) with a performance-based bonus

🏖️ 2 weeks paid vacation (accrued)

START DATE

🏡 ASAP — fully trained and operational by May 1st (the start of the busy vacation season!)

Join our passionate team and play a key role in crafting memorable stays for our guests!