Guest Experience Associate

About the role

You will be the primary point of contact for guests from booking through checkout, handling communications via phone, email, text and messaging platforms. The role involves answering questions, resolving issues, and coordinating with Maintenance, Housekeeping and Operations to ensure a smooth stay.

Key responsibilities

• Manage guest communications before, during and after each stay across multiple channels.
• Provide accurate information on reservations, properties, check‑in procedures, amenities and local attractions.
• Coordinate guest issues with Maintenance, Housekeeping and Operations until fully resolved.
• Turn difficult situations into positive outcomes through calm, professional service.
• Maintain up‑to‑date guest and reservation records in all systems.
• Handle urgent guest needs during rotating after‑hours on‑call nights.
• Attend to the small details that encourage guests to return.

Required profile

• Clear, warm written and spoken English that makes guests feel helped.
• Strong problem‑solving instinct and ability to stay calm under pressure.
• Excellent organization and attention to detail while managing shifting priorities.
• Comfort with computers, email, messaging platforms and quick learning of new systems.
• Availability to overlap with US Eastern hours and participate in rotating on‑call nights.
• Reliable internet connection, working headset and a quiet workspace.
• Hospitality, vacation‑rental, hotel, front‑desk or customer‑service experience is a plus.

What we offer

• Salary range $41,600–$45,760 per year.
• Paid time off.
• Flexible schedule.
• Employee assistance program.