Guest Experience Agent

Guest Experience Agent – Blue Gems Management Full-time | Remote (Latin America) Reports to: Guest Experience Manager Compensation: USD $1,000 / month About Blue Gems Management Blue Gems Management is one of Florida's fastest-growing vacation rental management companies. We deliver five-star guest experiences while maximizing homeowner returns through exceptional hospitality, operational excellence, and proactive property care. We move fast, solve problems before they happen, and hold a high standard for service and accountability — and we're building a remote-first team of operators and hospitality professionals across Latin America who take ownership and thrive in a fast-paced, high-performance environment. Our Core Values These are not posters on a wall. These are how we operate every day, and how we hire. Ownership. We take initiative and own outcomes end to end. High Standards. Five-star is the baseline. We sweat the details others skip. Move Fast. Speed protects revenue and guest trust — we respond and resolve quickly. Proactive, Not Reactive. We solve problems before they reach the guest. Accountability & Integrity. We follow through, document clearly, and do it right. The Role The Guest Experience Agent delivers consistent, five-star guest communication and support across every stage of the guest journey. You protect revenue, safeguard owner trust, and keep day-to-day operations running smoothly by proactively managing guest needs, coordinating with internal teams, and resolving issues quickly and professionally. This is an execution-focused role that rewards speed, accuracy, emotional intelligence, and strict adherence to SOPs and OTA policies. What You'll Do Respond to guest inquiries across all platforms (Guesty, Airbnb, Booking.com, Vrbo, email, phone, messaging apps) fast, within tight response-time targets during your shifts. Manage check-in and check-out communications for a seamless arrival and departure experience. De-escalate complaints and deliver thoughtful, policy-aligned resolutions. Understand and strictly follow OTA rules and policies to avoid penalties, revenue loss, or listing issues. Manage refunds, additional charges, and claims in line with company policy, and track escalated cases through resolution. Coordinate with Maintenance, Housekeeping, and Field Operations to resolve guest-related issues. Confirm cleaning completion before check-in and review cleaner photos for quality assurance. Schedule maintenance, deep cleans, couch cleans, and carpet cleaning with guests and internal teams as needed. Maintain and update all required logs daily and accurately — escalated guest, maintenance, claims, pool heating, and inventory. Keep Notion, Guesty, and OTA listings/messages current, with clear documentation (photos, timestamps, receipts) to support claims. Provide personalized guest recommendations — local attractions, dining, amenities. Share guest feedback with cleaners and relevant teams, and flag recurring issues to leadership for process improvement. Manage calendars to avoid double bookings and maximize occupancy. Support light administrative and marketing tasks, attend weekly Operations meetings and 1:1s, and take on additional tasks that support company growth. What We're Tracking Average guest response time consistently within target High guest satisfaction scores and positive reviews Reduction in escalated guest issues and repeat complaints Accurate, up-to-date logs with minimal errors Strong OTA account health — no preventable penalties or violations Who You Are Fluent, professional English (written and spoken). You'll communicate directly with guests. 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 — you follow SOPs and keep documentation tight. Available to align with US time-zone coverage. Self-directed and dependable in a remote setup — reliable computer, stable high-speed internet, and a quiet workspace. Nice to Have 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. What We Offer Fully remote work from anywhere in Latin America. Holiday pay — double pay on holidays shared between Latin America and the US (e.g., Christmas, New Year's). Insurance reimbursement — up to $50/month toward personal insurance. Internet support — up to 50% of your internet costs covered with proof of stable, high-speed access. Gym membership — up to $50/month reimbursed. Paid vacation — 1 day earned per month (11 days per year). Paid sick leave — 6 days per year with proper documentation. Compensation reviewed after a six-month introductory period, and biannually thereafter. Compensation USD $1,000 / month to start. Reviewed after the six-month introductory period, and biannually thereafter. Reports To: Guest Experience Manager, Blue Gems Management