Guest Experience & Operations Specialist

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: TYPE OF WORK

Any

: SALARY

$7.5/hr

: HOURS PER WEEK

40

: DATE UPDATED

Jul 21, 2026

JOB OVERVIEW

About the Company

Luxury Lodging is a fast-growing short-term rental property management company overseeing 300+ homes across the United States. Our team is performance-driven and focused on delivering exceptional guest experiences while maximizing owner satisfaction. We manage day-to-day operations including guest relations, maintenance, pricing, onboarding, and owner success.

This is not a short-term or temporary role. We are looking for someone who wants to build a long-term career with us. The ideal candidate is dependable, proactive, calm under pressure, and takes ownership of problems until they're fully resolved.

If you're actively job hopping or simply looking for your next temporary position, this role is probably not the right fit. We're investing in someone who wants to grow alongside the company.

---

About the Role

Position: Guest Experience & Operations Specialist
Location: Remote
Pay: $7.5/hour
Type: Full-Time (Eastern Time) 40hrs/week

Guest reviews are one of the most important drivers of our success. Your primary responsibility will be ensuring every guest has an exceptional stay and helping us maintain portfolio ratings above 4.85 stars.

Unlike a traditional customer support role, you'll proactively reach out to guests throughout their stay, not just respond when they contact us. You'll identify potential issues before they become negative reviews, coordinate resolutions, negotiate appropriate compensation when necessary, and work with internal teams, vendors, and property owners to deliver the best possible outcome.

This role requires someone who can think critically, make sound decisions, and remain composed during challenging situations.

---

What You'll Be Doing:
* Proactively call guests throughout their stay to ensure they're having a 5-star experience
* Identify guest concerns before they become complaints or negative reviews
* Build rapport with guests while creating memorable hospitality experiences
* Resolve guest issues using sound judgment, empathy, and strong communication
* Develop creative recovery strategies to turn unhappy guests into satisfied ones
* Negotiate refunds, credits, discounts, or other service recovery solutions when appropriate
* Balance guest satisfaction, company policies, operational limitations, and business costs
* Coordinate directly with maintenance staff, cleaners, contractors, and vendors to resolve reported issues quickly
* Communicate with property owners to obtain approvals for repairs, refunds, or special accommodations when needed
* Follow every issue through completion while keeping all parties informed
* Monitor ongoing stays and prioritize high-risk reservations that may impact reviews
* Ensure listing information remains accurate and up to date across all platforms
* Document guest interactions, resolutions, and operational notes thoroughly
* Identify recurring operational issues and recommend improvements
* Complete administrative tasks, reporting, and documentation
* Take on additional responsibilities as the company continues to grow

---

What We're Looking For:
* Excellent spoken and written English
* Comfortable speaking on the phone for a significant portion of the workday
* Naturally empathetic and able to build trust quickly
* Strong negotiation and conflict-resolution skills
* Calm under pressure and able to think clearly during difficult situations
* Excellent critical thinking and decision-making abilities
* High level of ownership and accountability
* Exceptional organization and follow-through
* Comfortable juggling multiple active guest cases simultaneously
* Strong multitasking skills without sacrificing attention to detail
* Tech-savvy and comfortable learning multiple software platforms
* Hospitality, Airbnb, hotel, customer success, or guest relations experience is a strong advantage
* Experience coordinating vendors or maintenance is a plus
* Looking for long-term career growth

---

The Ideal Candidate
You're someone who genuinely enjoys helping people while also understanding the business side of hospitality.
You don't simply apologize—you solve problems.
You don't wait for issues to escalate—you prevent them.
You know how to make guests feel heard while still protecting the company's interests.
You can confidently balance empathy with good business judgment and always look for the solution that creates the best long-term outcome.

---

How to Apply (All Steps Required!):
Note: AI-generated responses will be automatically declined.

1. Send a 1–2 minute voice recording
Please introduce yourself and answer the following:
* Tell us about a time you turned an unhappy customer or guest into a satisfied one.
* What do you believe creates a true 5-star guest experience?
Use Vocaroo or Google Drive (set the link to Public).

2. Answer these questions in writing

Question 1:
A guest calls you on their first night because the air conditioning isn't working and they're upset.
Walk us through exactly how you would handle the situation from the beginning until it's completely resolved.

Question 2:
A guest is requesting a full refund after reporting several issues during their stay. Some complaints are legitimate, while others are exaggerated.
How would you approach this situation?

Question 3:
How would you prioritize your workload if you had:
* Multiple guests needing follow-up
* A maintenance emergency
* A property owner waiting for an update
* Several administrative tasks due that day

---

3. Attach your resume
Please provide a Google Drive link (or similar) with public access.

---

Work Requirements:
Stable, high-speed internet connection
Quiet work environment for handling guest calls
Reliable computer and headset suitable for phone calls
Hubstaff is required for time tracking, activity monitoring, and productivity reporting while on shift. Applicants must be comfortable using Hubstaff throughout their working hours.

---

We're actively interviewing and looking for someone who genuinely cares about creating exceptional guest experiences. If you're someone who enjoys solving problems, thinking critically, and making a meaningful impact every day, we'd love to hear from you!

SKILL REQUIREMENT

Sales Support Communication Analytical

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Guest Experience & Operations Specialist

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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