Role Description As a Guest Experience Specialist, you’re the voice of The 5 Star Co-Host. You’ll manage guest communication from the moment someone inquires about a property through the end of their stay and beyond — making sure every interaction is fast, clear, and genuinely helpful. This is a high-ownership role. You’ll be handling real guest situations in real time, making judgment calls, solving problems, and keeping everything moving smoothly. You’ll work alongside a collaborative remote team and have clear processes to support you — but you’ll be expected to bring your own initiative and care to every shift. This role requires the ability to respond quickly and stay engaged throughout your shift — guests should never feel like they’re waiting on us. Key Responsibilities - Guest Communication - Be the first and most consistent point of contact for guests across all platforms. - Respond to inquiries, messages, and requests across Airbnb, VRBO, direct bookings, email, and SMS. - Manage the full guest journey: inquiry → booking → stay → post-stay follow-up. - Maintain a fast, professional, and empathetic tone in every interaction. - Ensure guests always have the information they need, before they have to ask. - Reservation Monitoring & Guest Flow - Stay ahead of what's happening across the portfolio so guests are never caught off guard. - Monitor active reservations, check-ins, and check-outs. - Ensure guests are fully prepared before arrival. - Handle early/late requests and day-of guest needs. - Identify and flag potential issues before they affect the guest experience. - Issue Resolution & Escalation - Handle problems with confidence and good judgment. - Resolve guest issues — lockouts, complaints, property concerns — within defined guidelines. - Use the 1:3:1 escalation method (1 problem, 3 possible solutions, 1 recommendation) when surfacing complex issues. - Escalations should come with context, not just problems — we expect thoughtful recommendations, not handoffs. - Escalate sensitive or high-stakes situations to the Guest Experience Lead or management. - Pre-Arrival Execution - Make sure every guest arrives prepared and every step is completed before they do. - Send, track, and follow up on rental agreements. - Verify guest information and booking compliance. - Confirm check-in instructions and access details. - Ensure all required pre-arrival messaging is completed on time. - Daily Operational Coordination - Keep a close eye on the day-to-day to ensure nothing falls through the cracks. - Monitor departures and confirm check-outs. - Support day-of coordination with cleaners as needed. - Flag maintenance or property issues in real time. - Ensure all guest-facing details remain accurate and current. - Systems & Property Monitoring - Use available tools to stay informed and catch issues early. - Review lock systems, WiFi, and access tools for potential issues. - Monitor security cameras and flag unusual activity. - Report anything that may impact the guest experience. - Reviews & Reputation - Help maintain the strong reputation we've built with guests and on platforms. - Respond to guest reviews in a timely and professional manner. - Flag negative feedback internally for review before responding publicly. - Support a consistent, high-quality online presence. - Team Communication & Handoffs - Keep the team informed and transitions seamless. - Document guest interactions clearly and accurately in internal systems. - Provide thorough handoffs between shifts. - Collaborate with team members to maintain consistent guest coverage. Qualifications - Experience in guest support, hospitality, or customer service. - Strong written English communication skills — clear, professional, and warm. - Ability to manage multiple conversations and priorities simultaneously. - Ability to stay organized and effective during high-volume periods. - Good judgment and genuine problem-solving ability. - Comfort in a fast-paced, real-time work environment. Requirements - Monthly Salary: $1000 - $1400 USD. - Bonus: Up to 8% of yearly salary for annual bonus paid out during calendar year if individual and company KPIs are met. Benefits - Paid time off such as PTO, sick days, and vacation days. Schedule - TBD with some flexibility but need availability Friday- Monday 8am-6pm EST.