Guest Experience Lead, Vacation Rentals
$24,000–$24,000 year
RemoteMexico
Job Summary
Maintain high standards of written and verbal communication across all guest interactions while handling complex escalations, complaints, and refund requests. Review team responses to ensure tone consistency and accuracy, then advocate for the company in reimbursement requests and platform disputes on Airbnb, Vrbo, and Booking.com. Partner with Maintenance and Housekeeping teams to resolve operational issues quickly, identify recurring guest concerns, and recommend SOP updates to enhance efficiency. Work within property management systems and project tools to anticipate challenges and drive process improvements that reduce revenue loss and improve guest satisfaction. Requires flexible shifts starting at 7 AM EST.
Required Qualifications
- Minimum 2+ years of experience in hospitality or customer service
- Short-term rentals / vacation rentals
- Hotels or resorts
- Airlines or travel-related services
- High-volume customer support environments within hospitality
- Strong technical acumen
- Hands-on experience with property management systems such as Guesty
- Experience with project management platforms such as Airtable
- Ability to leverage AI tools to improve efficiency and workflow
- Demonstrated experience handling customer escalations and conflict resolution
- Strong understanding of customer service across multiple touchpoints
- Excellent written English and Spanish communication skills
- Flexible schedule
- Ability to work shifts starting at 7 AM EST
- LATAM-based
Desired Qualifications
- Experience from short-term rentals
- Experience from hotels
- Experience from airlines
- Experience from other high-volume service industries
- Experience managing the full lifecycle of customer interactions
- Well-versed in all operational aspects of vacation rentals
- Knowledge of common housekeeping and maintenance-related issues
- Proactive, solutions-oriented approach
- Ability to anticipate potential challenges
- Ability to identify patterns
- Ability to contribute to process improvements
- Experience ensuring communication quality
- Experience managing escalations
- Experience driving the timely and professional resolution of guest-related issues
- Strong sense of urgency
- Sound judgment
- Attention to detail
- Deep understanding of customer experience within hospitality environments
- Experience handling complaints
- Experience handling refund requests
- Experience handling in-stay disruptions
- Experience ensuring resolutions are consistent, well-documented, and aligned with company standards
- Experience working within platforms such as Airbnb, Vrbo, and Booking.com
- Experience managing disputes, claims, and support cases
- Strong understanding of platform policies
- Experience advocating for the company in reimbursement requests and review-related matters
- Experience partnering with Maintenance and Housekeeping teams
- Experience identifying recurring guest concerns
- Experience escalating operational improvements
- Experience ensuring adherence to SOPs
- Experience recommending updates to SOPs
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