Guest Relations Specialist

About the company

HomeToGo is a major European vacation rental platform focused on helping travelers find better stays. The company is built around travel, innovation, impact, and leadership that encourages open thinking at every level. It values outstanding talent and supports international hiring, including visa sponsorship for Germany.

Role overview

In this position, you will act as the main human touchpoint for guests, helping deliver fast and effective support to travelers across the world. The role is centered on customer care, problem resolution, and improving the overall guest journey. You will also collaborate with an international team to help bring guest feedback into product and process improvements.

Key responsibilities

Your core work will focus on delivering excellent support through Email, WhatsApp, and Chat. You will be expected to respond to guest issues efficiently, communicate clearly, and contribute ideas that improve service quality and team workflows. Over time, the role expands into identifying process improvements and using AI tools to work more intelligently and optimize the customer experience.

What you will do in the first months

• In the first month, learn the company, the team, the product, and the tools that support success in the role.
• Within the first 60 days, contribute ideas and use AI-enabled tools to help the Guest Relations team work more efficiently.
• After 6 months, take ownership of process improvement initiatives and use AI to streamline operations and enhance the guest experience.
• Continuously work toward resolving guest issues quickly and effectively.

What the company is looking for

The ideal candidate is genuinely passionate about creating excellent guest experiences and enjoys helping people. Strong written and spoken English is essential, and additional language ability in German, Spanish, Italian, or French is a strong advantage. You should also bring empathy, clear communication, strong interpersonal skills, curiosity, and a proactive mindset. Experience in travel is beneficial but not mandatory.

Additional information

The company offers an AI-driven work environment with access to modern tools and automation systems. This role supports a flexible hybrid setup, with remote work available for up to 50% of the year, plus up to 63 days of work-from-anywhere within the EU and UK, subject to certain conditions. Compensation is market-aligned and may include stock options for eligible roles. Benefits also include 27 vacation days at the start, increasing with tenure to 32 days, dog-friendly offices, visa and relocation support for international hires joining the Berlin office, German classes, masterclasses, cross-team mentoring, commuter and mobility support, wellbeing resources, subsidized sports memberships, travel and lifestyle discounts, and a strong focus on climate responsibility and ESG practices.

Recruitment notice

Only official company career channels and company email addresses are used for legitimate hiring communication. If any message or posting appears suspicious, candidates are encouraged to verify it directly with the company.

About the employer

HomeToGo is a SaaS-enabled vacation rental marketplace with a very large selection of listings across numerous partner networks. The company operates localized apps and websites in more than 30 countries across Europe, North America, South America, Australia, and Asia-Pacific. It also manages several related travel brands and follows equal opportunity hiring practices, welcoming candidates from diverse backgrounds and encouraging applications even from those who do not meet every listed criterion.