Guest Experience Specialist (Vacation Rental) at Howard

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

23 Aug, 26

Salary

0.0

Posted On

25 May, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Guesty PMS, Guest Relations, Conflict Resolution, Smart Home Technology, Vacation Rental Management, Hospitality Management, Communication Skills, Logistics Coordination, Issue Resolution, Channel Management

Industry

Financial Services

Description

Key Responsibilities 1. 5-Star Guest Relations & Communication Guesty Unified Inbox Management: Monitor and respond to all incoming guest inquiries, booking requests, and in-stay communications across Airbnb, VRBO, Booking.com, and direct channels using our client’s Guesty dashboard. The Digital Concierge: Ensure Guesty automated messages are triggering correctly, send manual check-in/check-out instructions when needed, and provide curated local recommendations. Issue Resolution: Act as the first line of defense for in-stay guest issues (e.g., tech troubleshooting, amenity questions), resolving complaints with empathy, speed, and professionalism. Review Acquisition: Leverage Guesty’s review tools to drive 5-star reviews and professionally respond to guest feedback on behalf of our client's brand. 2. Guesty & Smart Home Tech Administration System Operations: Utilize the Guesty multi-calendar daily to monitor reservations, manage custom fields, adjust guest folios, and ensure data accuracy. Smart Tech Integrations: Monitor connected smart locks, noise decibel monitors, and smart thermostats integrated with the Guesty dashboard to ensure property compliance and guest security. Channel Integrity: Monitor calendar syncing within Guesty to prevent double-bookings or communication gaps across platforms. 3. Operations & Turnover Logistics Field Team Coordination: Coordinate with our client's local housekeeping and maintenance teams to ensure properties are 100% turn-ready before guest arrival. Maintenance Dispatch: Log property issues reported by guests, dispatch our client’s trusted local vendors, and follow up to ensure swift resolution before it impacts the guest experience. Requirements & Qualifications Experience: 1–3 years of experience in vacation rental management, boutique hospitality, or customer success. Technical Proficiency: Must have direct, hands-on experience using Guesty (PMS). Candidates without Guesty experience will not be considered. Communication Skills: Flawless written and verbal English. Ability to strike the perfect balance between warm hospitality and clear, authoritative boundary-setting. Problem-Solving: Calm under pressure with a proven ability to de-escalate tense situations and think logistically. Availability: Flexible schedule, including readiness to work weekends, holidays, or evening shifts to align with peak guest check-in times.

Responsibilities

Manage guest communications and bookings across multiple platforms using the Guesty dashboard to ensure a 5-star experience. Coordinate with local field teams and manage smart home technology to ensure property readiness and security.