Guest Experience Manager

About the role

Bocobay is seeking a Guest Experience Manager to own all guest communications and satisfaction across its Caribbean vacation‑rental portfolio. Reporting to the COO, you will lead a remote team, handle complex guest escalations, and continuously raise the standard of guest interaction.

Key responsibilities

• Hire, onboard, train and manage a distributed team of guest‑communications agents.
• Foster a high‑performance culture through clear expectations, regular 1‑to‑1s, and performance tracking.
• Serve as the escalation point for difficult guest situations, making swift resolution decisions that balance guest satisfaction and business interests.
• Maintain and improve the guest communications handbook, templates, and workflows.
• Collaborate with on‑site operations to close the feedback loop between guest issues and operational fixes.
• Track and report key metrics such as response times, satisfaction scores, review outcomes and team productivity.

Required profile

• 5+ years in a guest‑facing hospitality or customer‑experience role.
• At least 2 years of experience managing a team.
• Native or near‑native fluency in English.

Required skills

What we offer

• Opportunity to shape guest communications for a fast‑growing Caribbean hospitality brand.
• Autonomy to design processes and lead a remote, high‑impact team.
• Collaborative environment focused on delivering five‑star guest experiences.