Guest Experience Specialist - Night Shift

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: TYPE OF WORK

Full Time

: SALARY

$2.50/hour + performance based benefits

: HOURS PER WEEK

40

: DATE UPDATED

Apr 7, 2026

JOB OVERVIEW

Position Overview
The Night Shift Guest Experience Specialist is responsible for delivering exceptional, real-time support to guests during overnight hours while ensuring operational continuity for the next business day.
While guest communication remains the top priority, this role includes a significant focus on administrative support, system maintenance, and proactive task management during lower guest activity periods. This position plays a critical role in preparing the team for a seamless transition into the daytime shift.

Core Responsibilities
1. Guest Communication & Support (Primary Priority)
Communicate with guests through our property management system
Respond to all guest inquiries, issues, and emergencies promptly
Assist guests with access issues, troubleshooting, and urgent needs
Ensure all active conversations are resolved or clearly handed off to the day team
Maintain brand voice and deliver high-quality, empathetic customer service

2. Inbox & Communication Management
Scrub Guesty inbox to ensure:
All messages are responded to
Conversations are properly assigned or tagged for follow-up
Review and organize shared email inbox:
Delete, file, or label messages appropriately
Flag anything requiring escalation or follow-up

3. Task & Ticket Management
Review ticketing system:
Scrub task list and ensure all open items are updated
Add notes, status updates, or assignments as needed
Create and assign follow-up tasks for the day shift team

4. Operational Oversight & Monitoring
Monitor Minut devices and Ring cameras for alerts
Identify potential issues (noise complaints, unauthorized guests, etc.)
Document i ---------- and create follow-up tasks as needed
Review property systems where applicable to ensure compliance with house rules

5. Cleaning & Turnover Coordination
Review Guesty calendar for completed turnovers
Confirm completion status
Send confirmation emails where required
Flag or assign follow-up tasks for any incomplete or questionable turnovers
Send weekly cleaning schedule confirmations to cleaning teams
Ensure upcoming turnovers are properly prepared for the next day
Review cleaning tasks and photos for accuracy and completeness

6. KPI Tracking & Reporting
Update KPI and scorecard metrics weekly prior to operations meetings
Flag performance trends, inconsistencies, or items requiring discussion
Maintain accuracy and timeliness of all reporting data

7. Administrative & Project Work (Expanded Night Shift Focus)
Due to reduced guest volume overnight, this role includes a higher expectation of administrative productivity, including:
Drafting and preparing quarterly owner newsletters
Supporting ad-hoc data entry and operational projects
Auditing systems, processes, and records for accuracy
Identifying inefficiencies and documenting improvement opportunities

Results / Success Metrics
Maintain a 4.9+ guest review rating
Maintain 100% response rate to all guest inquiries
Maintain ?10 minute response time for active guest communications
Ensure zero unaddressed overnight guest issues
Deliver fully prepped and organized handoff to day shift
Maintain high accuracy across all administrative and reporting tasks

Requirements
Prior experience in guest support (Airbnb, VRBO, Guesty, and other platforms preferred)
Strong written and verbal English communication skills
Exceptional attention to detail and organizational skills
Ability to work independently and manage time effectively during low-activity periods
Strong problem-solving and critical thinking skills
Proficiency with tools such as Google Workspace, Slack, and task management systems (e.g., Notion)
Ability to multitask and remain responsive in a fast-paced environment

Key Traits for Success in This Role
Self-directed and proactive during unstructured time
High ownership mentality and accountability
Strong judgment in prioritizing guest needs vs. administrative work
Process-driven with a continuous improvement mindset
Calm, responsive, and solutions-oriented under pressure

We measure performance. We believe in clarity.

What We Offer
Competitive hourly compensation.
Flexible working conditions.
Growth opportunity within a scaling company.
Clear systems, expectations, and accountability.
A team that values ownership, efficiency, and excellence.

How to Apply

Please send an email to ---------- use the subject line "I bring snacks and solutions". Include examples of your previous work as they relate to the requirements above.

SKILL REQUIREMENT

Property Management Customer Service Team Collaboration

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Guest Experience Specialist - Night Shift

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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