Guest Experience Agent, Vacation Rentals
About the Role
At Beachside VR, guest experience isn't a department, it's the heartbeat of what we do. Were looking for an experienced Guest Experience Agent who understands the pace and expectations of vacation rentals and knows how to deliver calm, confident hospitality through clear communication and strong follow-through.
In this role, you'll manage guest communication across multiple platforms, create and track operational tickets, and work closely with internal teams to resolve issues efficiently and professionally.
This is a fully remote role based in Colombia.
What You'll Do
As a Guest Experience Agent, you will:
Respond to guest inquiries via email, OTA messaging, text, and phoneSupport guests before arrival, during their stay, and after departureCommunicate clearly and professionally with guests, teammates, and vendorsCreate, assign, and track tickets for housekeeping, maintenance, and operational issuesUse Guesty, Breezeway and Slack to document issues and ensure proper follow-upMonitor open issues and close the loop with guests once resolvedFollow Beachside VR policies, escalation guidelines, and service standardsMaintain accurate documentation for all guest interactions and resolutions
You'll Be a Great Fit If You:
Stay calm and professional during guest escalationsTake ownership of issues and see them through to resolutionCommunicate clearly, concisely, and with empathyUnderstand the urgency of guest-impacting issuesValue documentation, follow-up, and accountabilityEnjoy working as part of a structured, team-based environment
Required Experience & Skills
This role requires:
Prior experience in vacation rentals or short-term rental hospitalityHands-on experience with OTA platforms (Airbnb, Vrbo, etc.)Working knowledge of Guesty and BreezewayStrong written and verbal English and Spanish communication skillsAbility to manage multiple conversations and tasks at onceExcellent organization and attention to detail
Compensation, Benefits & Location
Remote role, LATAM-based$1,250 USD per month2 weeks paid time off (PTO)
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