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Guest Experience Agent, Vacation Rentals
<p><br></p> <h4><strong>About the Role</strong><br></h4> <p>At Beachside VR, guest experience isn't a department, it's the heartbeat of what we do. Were looking for an experienced <strong>Guest Experience Agent</strong> who understands the pace and expectations of vacation rentals and knows how to deliver calm, confident hospitality through clear communication and strong follow-through.</p> <p>In this role, you'll manage guest communication across multiple platforms, create and track operational tickets, and work closely with internal teams to resolve issues efficiently and professionally.</p> <p><strong>This is a fully remote, Mexico-based role. </strong></p> <p><strong><br></strong></p> <h4><strong>What You'll Do</strong></h4> <p>As a Guest Experience Agent, you will:</p> <ul><li>Respond to guest inquiries via <strong>email, OTA messaging, text, and phone</strong></li><li>Support guests before arrival, during their stay, and after departure</li><li>Communicate clearly and professionally with guests, teammates, and vendors</li><li>Create, assign, and track tickets for housekeeping, maintenance, and operational issues</li><li>Use <strong>Guesty</strong>, <strong>Breezeway and Slack</strong> to document issues and ensure proper follow-up</li><li>Monitor open issues and close the loop with guests once resolved</li><li>Follow Beachside VR policies, escalation guidelines, and service standards</li><li>Maintain accurate documentation for all guest interactions and resolutions</li></ul> <p></p> <h4><strong>You'll Be a Great Fit If You:</strong></h4> <ul><li>Stay calm and professional during guest escalations</li><li>Take ownership of issues and see them through to resolution</li><li>Communicate clearly, concisely, and with empathy</li><li>Understand the urgency of guest-impacting issues</li><li>Value documentation, follow-up, and accountability</li><li>Enjoy working as part of a structured, team-based environment</li></ul> <p></p> <h4><strong>Required Experience & Skills</strong></h4> <p>This role <strong>requires</strong>:</p> <ul><li>Prior experience in <strong>vacation rentals</strong> or short-term rental hospitality</li><li>Hands-on experience with <strong>OTA platforms</strong> (Airbnb, Vrbo, etc.)</li><li>Working knowledge of <strong>Guesty</strong> and <strong>Breezeway</strong></li><li>Strong written and verbal <strong>English and Spanish communication skills</strong></li><li>Ability to manage multiple conversations and tasks at once</li><li>Excellent organization and attention to detail</li></ul> <p></p> <h4><strong>Compensation, Benefits & Location</strong></h4> <ul><li><strong>Remote role, LATAM-based</strong></li><li><strong>$1,250 USD per month</strong></li><li><strong>2 weeks paid time off (PTO)</strong></li></ul>
