Guest Experience Representative (US Shift, WFH)

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 (RingCentral), text, and email

• Provide professional, friendly, and solution-oriented communication at all times

• Assist guests with reservations, questions, and issue resolution before, during, and after their stay

• Work within Online Travel Agencies (OTAs) such as Airbnb to manage messaging and reservations

• Accurately enter and manage reservations in the Property Management System (PMS)

• Create and track tasks in Breezeway to coordinate maintenance and housekeeping needs

• Collaborate with internal teams to ensure guest satisfaction and timely issue resolution

Requirements / Qualifications:

• Strong verbal and written communication skills (proper grammar and spelling required)

• Comfortable handling a high volume of phone calls and messages

• Familiarity with OTAs (e.g., Airbnb) is preferred

• Detail-oriented with strong organizational skills

• Ability to multitask and prioritize in a fast-paced environment

• Positive attitude, strong work ethic, and willingness to learn