Guest Experience Virtual Assistant, Sierra Sol Elevated Stays

Sierra Sol Elevated Stays is a locally rooted, family-owned property management company serving Northern New Mexico (Santa Fe, Taos, Angel Fire, and Red River) with over 150 properties. Our love for this region is what led us to build Sierra Sol Elevated Stays, focused on providing elevated stays for our guests and elevated stewardship for our homeowners. Our goal is to grow in a way that celebrates what makes New Mexico special – its people, culture, and enchanted lands – while delivering elevated experiences for guests and thoughtful, reliable stewardship for homeowners.

Tech stack (daily tools): Guesty (PMS + guest inbox), Breezeway (tasks/workorders + cleaning), RingCentral (calls/SMS).
Our Elevated Promises

Everything we do is guided by our Elevated Promises. They are our operating standard and the way we earn five-star stays and trusted, long-term homeowner partnerships.

1. Elevated Guest Engagement: Proactive, elevated hospitality from booking to five-star review.
We believe vacations are special—something people save for, plan for, and look forward to. Our job is to make every stay feel seamless and memorable. We anticipate needs, communicate early, check in during the stay, and resolve issues quickly with warmth and care. Our guest journey is intentionally crafted to deliver the kind of responsiveness, thoughtfulness, and attention to detail that turns great trips into truly elevated experiences.

2. Elevated Home Stewardship: We care for every home as if it were our own.
As homeowners in these markets, we know what true home stewardship looks like. We operate with a proactive mindset of quality, consistency, and pride. Weekly home checks, rigorous cleaning standards, quality control, seasonal readiness, and preventive maintenance are all part of how we ensure every property is clean, protected, and presentation ready, for guests and for you. We treat every home with the same respect and diligence we expect for our own.

3. Elevated Homeowner Partnerships: We treat each home like our own investment.
Every homeowner has different goals – maximizing revenue, balancing personal use, focusing on long-term appreciation, or simply enjoying peace of mind. Our role is to be a true partner in those goals, not simply a property manager. As owners and operators in this region ourselves, our guidance comes from real-world results, not theory. Through regular business reviews, thoughtful design and amenity recommendations, revenue and pricing insights, and brand-building support, we help each property reach its highest potential.

Our Guest Experience team is one of the biggest ways we deliver these promises. This is hospitality work. You are a core part of our team, not an outsourced call-center function.

Job Description:
As a Guest Experience Virtual Assistant, you own guest communication and coordination. You are the voice of Sierra Sol, a core part of our team, and a key driver of five-star stays. You will manage guest messaging and calls, coordinate workorders and cleaning schedules with our local teams and vendors, and bring elevated hospitality and experiences to every stay.

You will own:
• Proactive outreach and warm guest engagement that drives five-star stays
• Guest messaging and phone communication
• Workorder coordination and task follow-through
• Cleaning scheduling and day-to-day coordination with our local team and vendors

Working Hours
We provide live coverage from 7:00am to 11:00pm Mountain Time (MDT). You will be assigned a consistent shift. On-call after hour coverage (11:00pm-7:00am MDT) is handled by a separate rotation.
Mountain Daylight Time (MDT) ? Philippines Time (PHT):
• 7am–3pm MDT ? 9pm–5am PHT
• 11am–7pm MDT ? 1am–9am PHT
• 3pm–11pm MDT ? 5am–1pm PHT
You will be assigned one shift. Overnight shifts include a differential.
On-call: 11pm–7am MDT is handled by an on-call rotation (separate from daily shift expectations).

Compensation and Incentives
• Base pay: $650-$750 USD per month (full-time, based on experience)
• Night shift (9p – 5a): +$50 per month
• Internet/tech allowance: $20 per month
• 13th month pay: offered in December (prorated for partial years)
• Monthly Bonus: Monthly 5-Star Bonus Pool (based on team review quality + individual SLA performance)
• PTO: Accrues at 1 paid days per month (usable after 90 days; no annual rollover)

Monthly 5-Star Bonus Pool
We keep the bonus simple, measurable, and tied directly to delivering elevated guest experiences — the heart of your role.
• Pool funding: $2.00 USD for every 5-star review received during the month.
• Quality gate: Pool funded only if the monthly average rating is 4.85+ and the review rate is 80%+.
• Distribution: The funded pool is divided equally among the Guest Experience Tea ---------- mbers.
• Eligibility: You receive your share when monthly SLA and performance standards are met. Shares are not redistributed from non-eligible members.

Location
These roles are fully remote within the Philippines. However, we are building our core Guest Experience team in Cebu City, and applicants located in Cebu City or nearby areas are strongly preferred.
Concentrating our team locally helps us work more closely, support one another, and build the kind of connected, collaborative culture that lets us deliver truly elevated hospitality. It also allows for optional in-person training sessions, tea ---------- etups, and shared learning opportunities.
Exceptional candidates from other regions will still be considered.

Role and Responsibilities:

Elevated Guest Engagement (Guesty + text/email)
• Answer guest messages (text, email, OTA inbox via Guesty) with warmth, clarity, and genuine care
• Proactively share helpful guidance (arrival, access, weather/roads, home-specific tips) and check in during the stay
• Keep conversations organized and ensure no guest is left waiting or confused
• Ensure every guest experience feels special and elevated

Welcome outreach (required for every reservation)
• Place a welcome phone call to every guest prior to arrival day and send a personalized welcome text
• Confirm access and comfort, offer help, and document any concerns quickly
• Identify opportunities to make the guest’s stay an elevated and memorable experience

Phone support (RingCentral)
• Answer calls quickly and calmly and return missed calls promptly
• Troubleshoot common issues (access, Wi-Fi, amenities, heating/hot tub basics) and escalate when needed

Workorders and coordination (Breezeway)
• Create workorders fast when issues arise and confirm vendor/team acknowledgment
• Track progress, follow up, and close the loop with guests and the local team
• Keep notes and task status clean so handoffs are seamless

Cleaning scheduling and turnovers (Breezeway)
• Coordinate turn cleaning schedules and special requests
• Ensure all turns are scheduled a minimum of one week prior to booking and confirm scheduled cleaner the day prior to a scheduled cleaning and communicate key notes to cleaners

Documentation and handoffs
• Maintain accurate property notes and updates
• Close out open items before shift end and hand off active issues with clear context

Monthly SLA Standards (required for bonus eligibility)
• Guest messages answered within 15 minutes during your shift (text, email, Guesty inbox)
• Phone calls answered within 30 seconds during your shift
• No open guest messages left at shift end; clean handoffs with clear notes
• Workorders created promptly and vendor/team acknowledgment confirmed quickly

Property Listing Management & OTA Updates
• Maintain accurate, up-to-date listings across Guesty, Airbnb, Vrbo, and other OTAs.
• Update photos, amenities, room configurations, access notes, and seasonal details as needed.
• Ensure descriptions reflect the true guest experience with clear, warm, and helpful language.
• Flag inconsistencies, outdated information, or missing details to the Manager for correction.
• Support seasonal updates (ski season, summer events, holiday periods) to elevate guest expectations and reduce pre-arrival questions.
• Ensure every listing reflects our Elevated Promises — clarity, care, and a welcoming tone.

Local expertise
• Become an expert on Santa Fe, Taos, Angel Fire, and Red River, including seasonal rhythms, weather and road impacts, and local norms.
• Learn the best restaurants, cafes, shops, activities, and experiences in each market so you can offer personalized, concierge-level recommendations that elevate each stay.
• Know our homes in detail: complete Matterport and photo walkthroughs; learn layouts, bedding, amenities, quirks, parking, access instructions, and any “good to know” details for guests.
• Stay current on local events and updates by checking event calendars, tourism sites, and community pages (including relevant local Facebook groups).
• Use your local and property knowledge proactively to help guests plan better stays, avoid common issues, and feel confidently looked after from booking to checkout.

What we look for
• Excellent written and spoken English and a warm, helpful tone
• Hospitality mindset (you enjoy caring for people, not just closing tickets)
• Strong ownership and follow-through, especially on weekends and busy days
• Detail-oriented and eager to learn homes, markets, and local context
• Comfortable learning and working inside Guesty, Breezeway, and RingCentral
• Reliable internet and a quiet, professional work environment

How to apply
Please submit the following:
• Resume/CV
• 2-minute voice recording introducing yourself and your experience (English)
• Speedtest.net result (screenshot)
• Short written samples: How would you respond to the following guest messages?
- “The hot tub isn’t heating. Can you help?”
- “Can we request a late checkout tomorrow?”
- “We’re staying in Angel Fire — any recommendations for a great breakfast spot for our family?”
• Short written samples: These three guests message you at the same time. In what order would you respond and why?
- “We can’t get into the home, the code isn’t working.”
- “The Wi-Fi is slow and we need it for work.”
- “Can we check out one hour later?”
Suggested email subject line: "NM Guest Experience VA - [Your Name]"