After-Hours Guest Services Specialist

Company Overview

White Rose Villas is a professionally licensed property management company serving Central Florida’s most sought-after vacation communities, with offices based in Kissimmee, Florida and the United Kingdom. We are proud to bring a global perspective while delivering a personalized, high-quality experience to both our guests and homeowners.

Our team is made up of experienced, dedicated professionals with a strong understanding of every aspect of the vacation rental industry—from guest services and reservations to property care and owner relations. We place a strong emphasis on attention to detail and are constantly developing new services and processes that set us apart from our competitors.

We operate seven days a week, providing prompt, reliable, and efficient service, and we take pride in creating exceptional experiences for everyone we serve.

Why You’ll Love Working With Us

At White Rose Villas, you’re not just another employee—you’re part of a supportive, close-knit team that values communication, collaboration, and a positive work environment.

We are a growing company that is always evolving, which means your ideas matter. You’ll have the opportunity to contribute, grow, and be part of improving how we serve our guests and homeowners every day.

Our work is fast-paced and dynamic—no two days are the same. If you enjoy problem-solving, helping people, and being part of a team that takes pride in delivering great service, you’ll

Position Summary

White Rose Villas is seeking an experienced After-Hours Guest Services Specialist to become the trusted evening voice of our company. In this fully remote position, you will be the primary point of contact for guests during evening hours, providing prompt, professional, and empathetic support across multiple booking platforms while ensuring every guest receives an exceptional vacation experience.

Working closely with our housekeeping, maintenance, and vendor partners, you'll coordinate timely solutions, manage operational tasks, and confidently resolve guest concerns while following established company procedures. Success in this role requires excellent written communication, strong decision-making skills, outstanding organization, and the ability to remain calm while managing multiple priorities simultaneously.

If you're passionate about hospitality, thrive working independently, and take pride in delivering five-star service, we'd love to hear from you.

Key Responsibilities

• Respond to guest messages across Airbnb, Vrbo, Booking.com, Expedia, and direct bookings while maintaining a response time of under 5 minutes during scheduled shifts.

• Provide friendly, professional, and solution-oriented customer service throughout the guest journey.

• Assist guests with pre-booking questions, check-in instructions, stay support, and post-stay follow-up.

• Troubleshoot guest issues and coordinate with housekeeping, maintenance, and vendors to ensure timely resolution.

• Create and manage operational tasks in Breezeway and follow them through to completion.

• Review pre-arrival forms and ensure all reservation details and guest communications are accurate in Streamline PMS.

• Manage guest requests such as early check-ins, late checkouts, pool heat, BBQ rentals, and other stay enhancements according to company policies.

• Follow company procedures for escalations, maintenance issues, refunds, discounts, and emergency situations.

• Complete administrative and project-based work, including updating property listings, digital guidebooks, guest communications, and operational documentation.

• Help maintain a consistent 5-star guest experience by proactively identifying and resolving issues before they impact the guest's stay.

Required Qualifications

• Minimum of 2 years of recent, hands-on experience in vacation rental, short-term rental, hotel, or hospitality guest services required.

• Previous experience supporting guests through Airbnb, Vrbo, Booking.com, Expedia, or similar online booking platforms.

• Experience using Breezeway, Streamline PMS, or comparable property management software.

• Exceptional written and verbal English communication skills with strong grammar, spelling, and professionalism.

• Excellent customer service, problem-solving, and conflict-resolution abilities.

• Strong organizational skills with exceptional attention to detail.

• Comfortable using CRM systems.

• Reliable high-speed internet connection with backup connectivity when possible.

• Dedicated, professional home office environment suitable for remote work.

• Ability to consistently work the required Eastern Time evening schedule.

Compensation, Benefits & Schedule

Compensation

• Hourly Rate: $6.00-$8.00 USD, based on experience and qualifications.

Benefits

• Paid time off, including PTO, vacation time.

Schedule

• 6:00 PM – 12:00 AM Eastern Time (U.S.)

• Five scheduled shifts per week.

• Two consecutive days off each week.

• Weekend and holiday availability required as part of the regular schedule.