Guest Experience Agent
$12,000–$12,000 year
Remote
Job Summary
Respond to guest inquiries across platforms like Guesty, Airbnb, and Booking.com within tight response-time targets. Manage check-in and check-out communications, de-escalate complaints with policy-aligned resolutions, and coordinate with Maintenance, Housekeeping, and Field Operations to resolve issues. Confirm cleaning completion, schedule maintenance and deep cleans, and maintain daily logs for escalated cases, maintenance, and inventory. Keep Notion, Guesty, and OTA listings current with clear documentation, provide personalized guest recommendations, and share feedback with teams to flag recurring issues. Manage calendars to avoid double bookings and maximize occupancy while supporting light administrative tasks and attending weekly operations meetings. Fully remote in Latin America with US time-zone coverage, fluent in English, and available to align with company growth.
Required Qualifications
- Fluent, professional English (written and spoken)
- Calm, professional, and guest-first under pressure
- Highly organized and detail-oriented
- Comfortable working in fast-paced, high-volume environments
- A strong written and verbal communicator
- Accountable, reliable, and process-driven
- Available to align with US time-zone coverage
- Self-directed and dependable in a remote setup
- reliable computer
- stable high-speed internet
- a quiet workspace
- Experience in vacation rental, short-term rental, hospitality, or guest services
- Familiarity with Guesty or a similar PMS
- Experience with OTA platforms (Airbnb, Booking.com, Vrbo) and their policies
- Familiarity with Notion or similar documentation tools
- A background in customer service, de-escalation, or high-volume support
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