Senior Guest Experience Specialist (3 years+ Experience)

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: TYPE OF WORK

Full Time

: SALARY

$1450/month

: HOURS PER WEEK

56

: DATE UPDATED

Mar 25, 2026

JOB OVERVIEW

Senior Guest Experience Specialist (Remote) - Remote Retreats

We are a fast-growing short-term rental management company operating high-performing properties in Lake Tahoe and Yosemite.

We are looking for a Senior Guest Experience Specialist who will take ownership of our guest communication and help us build the systems that allow us to scale.

This is not a typical VA role.

We are looking for someone who:

Takes ownership
Solves problems without being asked
Thinks in systems, not tasks
Wants to grow with a company long-term

What You’ll Be Responsible For
Own all guest communication across platforms and ensure fast, high-quality responses
Resolve guest issues independently and make decisions that protect both the guest experience and the business
Lead daily execution of guest messaging and ensure full team coverage
Improve messaging, workflows, and SOPs to increase efficiency and consistency
Use AI tools to work faster, smarter, and reduce manual work
Own onboarding execution to ensure new properties are fully guest-ready
Maintain accurate property information, guidebooks, and guest instructions
Coordinate closely with operations to ensure alignment between guest experience and property readiness
Identify recurring issues and implement solutions to prevent them

Results: (KPIs):
Maintain a 4.9+ review rating (9.6+ on ---------- ) and 4.95+ communication score
Maintain 100% response rate with <10 minute average response time
Resolve 90%+ of guest escalations without Cameron involvement
Reduce repeat guest issues and negative feedback over time
Implement consistent improvements to workflows, automation, or efficiency (minimum 1 per month)

Requirements:
3+ years in short-term rental, hospitality, or customer operations with experience handling guest communication at scale
Experience leading or overseeing remote teams and driving performance
Strong ownership mindset with a driver mentality and ability to operate with minimal oversight
Proven ability to identify problems and drive tasks through to completion
Strong decision-making, problem-solving, and prioritization in a high-paced environment
Excellent written communication, attention to detail, and emotional intelligence
Systems-oriented with experience improving workflows, processes, or operations
Experience across STR platforms (Breezeway, HostBuddy, Conduit or similar PMS) and familiarity with tools like SuiteOp, Slack, ---------- , Notion, and Google Workspace
Comfortable using AI tools (ChatGPT, Claude) to improve efficiency and implement automation
Reliable, consistent, and able to work California hours in a high-volume environment with stable internet

Fill out the following form: ----------

SKILL REQUIREMENT

Property Management Breezeway Airbnb

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Senior Guest Experience Specialist (3 years+ Experience)

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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