Guest Experience Agent (Remote, Latin America)

About the role

The Guest Experience Agent delivers five‑star guest communication and support across the entire guest journey for a fast‑growing vacation‑rental management company. Working remotely for Latin America, the role protects revenue, owner trust, and smooth operations by responding quickly and following SOPs and OTA policies.

Key responsibilities

• Respond to guest inquiries on Guesty, Airbnb, Booking.com, Vrbo, email, phone and messaging apps within tight response‑time targets.
• Manage check‑in and check‑out communications to ensure seamless arrivals and departures.
• De‑escalate complaints and provide policy‑aligned resolutions.
• Follow OTA rules to avoid penalties, revenue loss or listing issues.
• Handle refunds, additional charges and claims in line with company policy, tracking escalated cases to resolution.
• Coordinate with Maintenance, Housekeeping and Field Operations to resolve guest‑related issues.
• Confirm cleaning completion, review cleaner photos for quality assurance, and schedule maintenance or deep‑cleaning as needed.
• Maintain daily logs of escalated guests, maintenance, claims, pool heating and inventory.
• Keep Notion, Guesty and OTA listings up‑to‑date with clear documentation (photos, timestamps, receipts).
• Provide personalized local recommendations and share guest feedback with relevant teams.

Required profile

• High emotional intelligence and ability to stay calm under pressure.
• Strong ownership mindset with a focus on speed, accuracy and detail.
• Comfortable working independently in a remote, fast‑paced environment.
• Fluent English communication skills.
• Resident in Latin America and able to work the required shift schedule.

Required skills

• Experience using Guesty and other OTA platforms (Airbnb, Booking.com, Vrbo).
• Familiarity with Notion for documentation and tracking.
• Proficiency with email, phone and messaging applications.
• Ability to follow SOPs and OTA policies consistently.
• Basic coordination skills for property maintenance and housekeeping.

What we offer

• USD $1,000 per month.
• Full‑time remote position with a high‑growth hospitality tech company.
• Culture built on ownership, high standards, speed, proactivity and accountability.