Remote Guest Experience Specialist – Five-Star Service

Stayd Collective; Medellín; A distancia; COP 30.169.000 - 40.817.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Fully remote work in Latin America

Holiday pay—double pay on holidays

Insurance reimbursement—up to $50/mo

Internet cost support—up to 50%

Gym membership—up to $50/mo

Paid vacation—11 days/yr

Paid sick leave—6 days/yr

Performance reviews after 6 months and

Biannual reviews

Descripción de la vacante

Blue Gems Management is seeking a Guest Experience Agent to deliver five-star guest communication and support across the guest journey in a remote Latin America setting. You will protect revenue, safeguard owner trust, and ensure day-to-day operations run by proactively handling guest needs and coordinating with internal teams.

The role emphasizes speed, accuracy, emotional intelligence, and adherence to OTA policies, with a fully remote work setup across Latin America and USD 1,000 per month to

Formación

• Fluent, professional English (written and spoken).
• Calm, professional, and guest-first under pressure.
• Highly organized and detail-oriented.
• Comfortable working in fast-paced, high-volume environments.
• A strong written and verbal communicator.
• Accountable, reliable, and process-driven — you follow SOPs and keep documentation tight.

Responsabilidades

• Respond to guest inquiries across all platforms (Guesty, Airbnb, Booking.com, Vrbo, email, phone, messaging apps) fast, within tight response-time targets during your shifts.
• Manage check-in and check-out communications for a seamless arrival and departure experience.
• De-escalate complaints and deliver thoughtful, policy-aligned resolutions.
• Understand and strictly follow OTA rules and policies to avoid penalties, revenue loss, or listing issues.
• Manage refunds, additional charges, and claims in line with company policy, and track escalated cases through resolution.
• Coordinate with Maintenance, Housekeeping, and Field Operations to resolve guest-related issues.

Descripción del empleo

Blue Gems Management is seeking a Guest Experience Agent to deliver five-star guest communication and support across the guest journey in a remote Latin America setting. You will protect revenue, safeguard owner trust, and ensure day-to-day operations run by proactively handling guest needs and coordinating with internal teams.

The role emphasizes speed, accuracy, emotional intelligence, and adherence to OTA policies, with a fully remote work setup across Latin America and USD 1,000 per month to