The Guest Experience Representative is the front line of communication with guests, ensuring every stay is smooth, comfortable, and memorable. This role handles all inbound guest questions, coordinates service requests, and resolves issues quickly to deliver a five-star experience.
Key Responsibilities:
- Respond promptly to guest inquiries via phone, text, email, and chat.
- Assist with reservations, property details, check-in/out logistics, and mid-stay requests.
- Log and track maintenance tickets based on guest or cleaner feedback.
- Communicate clearly and empathetically to resolve problems and exceed guest expectations.
- Collaborate with internal teams to ensure accurate property information and readiness.
- Contribute to consistently high review scores through excellent service and follow-up.
Requirements / Qualifications:
- Excellent written and verbal communication skills.
- Customer service or hospitality experience preferred.
- Comfortable using property management systems and CRM tools.
- Experience working directly with Airbnb, VRBO and any other OTA is helpful.
- Reliable, responsive, and able to multitask under pressure.
- Positive, problem-solving mindset with a genuine desire to help people.
- Ability to work flexible hours, including weekends or evenings if needed.
