Guest Experience Lead, Vacation Rentals

About Beachside VR Beachside Vacation Rentals is a performance-driven, technology-forward hospitality company managing a growing portfolio of short-term rental properties along Florida's Space Coast. Our focus is to deliver a consistent, high-quality guest experience while protecting owner assets and optimizing revenue through disciplined operations and smart use of technology. We operate with high standards, strong accountability, and a commitment to operational excellence across all departments, leveraging modern systems and automation to drive efficiency, consistency, and scalability. Position Summary We are seeking an experienced Guest Experience Lead to join our guest communications team. This role is responsible for ensuring communication quality, managing escalations, and driving the timely and professional resolution of all guest-related issues. This position serves as a primary escalation point for complex guest situations and requires a strong sense of urgency, sound judgment, attention to detail, and a deep understanding of customer experience within hospitality environments. The ideal candidate brings experience not only from short-term rentals, but also from hotels, airlines, or other high-volume service industries where managing the full lifecycle of customer interactions is critical. In addition, this individual must be well-versed in all operational aspects of vacation rentals , including common housekeeping and maintenance-related issues, and how they directly impact the guest experience. A proactive, solutions-oriented approach is essential. This role is expected not only to resolve issues as they arise, but to anticipate potential challenges, identify patterns, and contribute to process improvements that enhance both guest satisfaction and operational efficiency. This role requires a flexible schedule and you must be able to work shifts starting at 7 AM EST. Key Responsibilities Guest Communication & Quality Control Maintain a high standard of written and verbal communication across all guest interactions Review team responses and ensure consistency in tone and accuracy Handle complex and sensitive guest issues, including complaints, refund requests, and in-stay disruptions Ensure resolutions are consistent, well-documented, and aligned with company standards OTA Platform Management Work within platforms such as Airbnb, Vrbo, and Booking.com Manage disputes, claims, and support cases with a strong understanding of platform policies Advocate for the company in reimbursement requests and review-related matters Operational Coordination Partner with Maintenance and Housekeeping teams to resolve issues quickly Identify recurring guest concerns and escalate operational improvements Ensure adherence to SOPs and recommend updates as needed Qualifications Minimum 2+ years of experience in hospitality or customer service , including: Short-term rentals / vacation rentals Hotels or resorts Airlines or travel-related services High-volume customer support environments within hospitality Strong technical acumen, including hands-on experience with property management systems such as Guesty, project management platforms such as Airtable, and the 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 (required) This role requires a flexible schedule and you must be able to work shifts starting at 7 AM EST. What Success Looks Like Guest escalations are handled efficiently and professionally Communication quality is consistent across the team Reduction in unnecessary refunds and revenue loss Improved guest satisfaction and operational alignment Compensation & Structure $2,000 USD per month Two weeks PTO Fully remote role (LATAM-based candidates only) Opportunity for growth into senior Guest Experience leadership roles