Guest Experience Specialist — Luxury Vacation Rentals (Remote, ET Shifts) — 3 Openings

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: TYPE OF WORK

Full Time

: SALARY

$500/month

: HOURS PER WEEK

TBD

: DATE UPDATED

Aug 18, 2026

JOB OVERVIEW

Company: LUXSTAYUSA Type: Independent contractor, long-term, full-time (5 shifts/week) Location: Fully remote — must work fixed Eastern Time shifts Rate: [
????
–
X–Y/hr — set per platform] Openings: 3

About LUXSTAYUSA

LUXSTAYUSA manages roughly fifty luxury vacation homes across the Outer Banks, Snowshoe, the Smoky Mountains, Las Vegas, and the DC Metro area — including oceanfront estates that sleep forty across three heated pools and eleven private acres. Founded in 2016 and winner of a "Best of Travel" award, we run on a modern stack: OwnerRez, GoHighLevel, PriceLabs, RingCentral, and an AI guest-messaging system that already handles about 90% of routine guest communication.

That last part matters. You will not spend your days answering "what's the wifi password." The AI does that. You handle the 10% that takes judgment — and you own a booking channel's results outright.

The role

You join a four-person guest experience team (one Lead, three Specialists). Two things define the seat:

1. You own a channel. Each specialist owns one booking channel end to end — Airbnb, VRBO, ---------- , or Direct — with your name on its weekly numbers: response time, inquiry-to-booking conversion, and review scores. The direct channel carries our most important company goal: growing direct bookings' share of revenue.

2. You have real authority. You get a standing dollar threshold to resolve guest issues on the spot — refunds, comps, fixes — without asking permission. We hire people we can trust with that, then measure the results instead of micromanaging the decisions.

Day to day, you will:

Work a fixed 5-shift week (AM, PM, or late; late shifts run Friday–Sunday) covering live guest messaging across ~50 properties
Convert inquiries into bookings — this is a sales seat as much as a service seat
Resolve escalations the AI hands off: complaints, damage situations, mid-stay issues, sensitive reviews
Review the AI's answers on your shift and flag misses so the system keeps improving
Complete a full shift handoff log every shift — 100% completeness is a measured standard, not a suggestion
Catch pricing and reservation exceptions before they become expensive
Contribute to team SOPs when you solve something new
Coverage model

Live coverage runs seven days a week. Overnight windows — 10:00 PM–6:00 AM ET Monday–Thursday and 2:00 AM–6:00 AM ET Friday–Sunday — run on AI auto-response with an on-call protocol for genuine emergencies, so nobody works overnights. Serious i ---------- (injury, legal, media, major damage) escalate past the team on defined triggers; you're never left holding something that should be ownership's call.

You're a fit if you have
2+ years in vacation rental, hotel, or high-touch customer operations, guest-facing
Experience on at least one OTA platform (Airbnb, VRBO, or ---------- ) or a PMS — OwnerRez a plus
Written English that reads warm and human; our guests pay for luxury and the writing has to match
A closer's instinct on inquiries — you ask for the booking
Comfort being measured weekly on numbers you own
Reliable internet, a quiet workspace, and the ability to hold a fixed ET shift schedule including a weekend rotation
Compensation & terms
[
????
–
X–Y/hr], paid weekly through this platform
Long-term engagement — a permanent seat on a growing team, not a project
A 30-day ramp to full independence, with the Lead reviewing your work daily at first, then weekly
To apply

Reply with:

Two or three sentences on a guest situation where you spent company money to fix a problem — what you d ---------- and why
Which channel you would want to own (Airbnb, VRBO, ---------- , or Direct) and why
Your time zone and confirmation you can work fixed ET shifts, including weekend rotation

SKILL REQUIREMENT

Airbnb Vrbo Hotel Booking

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Guest Experience Specialist — Luxury Vacation Rentals (Remote, ET Shifts) — 3 Openings

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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