Guest Experience Lead, Vacation Rentals

Stayd Collective; Ciudad de México; Presencial; MXN 528.541 - 792.811; Jornada completa

Descripción de la vacante

Stayd Collective is looking for a Guest Experience Lead to ensure high-quality guest interactions and handle escalations effectively. This remote role, ideal for candidates in LATAM, requires strong communication skills in both English and Spanish, along with a minimum of 2 years' experience in hospitality.

Key responsibilities include maintaining communication standards, managing operational issues, and leveraging technology to enhance guest satisfaction. The position offers growth opportunities within the guest experience leadership roles.

Formación

• Minimum 2+ years of experience in hospitality, including short-term rentals and hotels.
• Strong technical skills with property management systems.
• Excellent written communication skills in English and Spanish.

Responsabilidades

• Maintain high standards of guest communication.
• Handle complex guest issues with sensitivity.
• Coordinate with maintenance and housekeeping teams effectively.

Conocimientos

Customer service

Conflict resolution

Technical acumen

Bilingual (English and Spanish)

Herramientas

Guest management systems (Guesty)

Project management tools (Airtable)

Descripción del empleo

About the job Guest Experience Lead, Vacation Rentals

About Beachside VR

Beachside Vacation Rentals is a performance-driven, technology-forward hospitality company managing a growing portfolio of short-term rental properties along Florida's Space Coast. Our focus is to deliver a consistent, high-quality guest experience while protecting owner assets and optimizing revenue through disciplined operations and smart use of technology.

We operate with high standards, strong accountability, and a commitment to operational excellence across all departments, leveraging modern systems and automation to drive efficiency, consistency, and scalability.

Position Summary

We are seeking an experienced Guest Experience Lead to join our guest communications team. This role is responsible for ensuring communication quality, managing escalations, and driving the timely and professional resolution of all guest-related issues.

This position serves as a primary escalation point for complex guest situations and requires a strong sense of urgency, sound judgment, attention to detail, and a deep understanding of customer experience within hospitality environments.

The ideal candidate brings experience not only from short-term rentals, but also from hotels, airlines, or other high-volume service industries where managing the full lifecycle of customer interactions is critical.

In addition, this individual must be well-versed in all operational aspects of vacation rentals, including common housekeeping and maintenance-related issues, and how they directly impact the guest experience.

A proactive, solutions-oriented approach is essential. This role is expected not only to resolve issues as they arise, but to anticipate potential challenges, identify patterns, and contribute to process improvements that enhance both guest satisfaction and operational efficiency.

This role requires a flexible schedule and you must be able to work shifts starting at 7 AM EST.

Key Responsibilities

Guest Communication & Quality Control

Maintain a high standard of written and verbal communication across all guest interactions

Review team responses and ensure consistency in tone and accuracy

Handle complex and sensitive guest issues, including complaints, refund requests, and in-stay disruptions

Ensure resolutions are consistent, well-documented, and aligned with company standards

OTA Platform Management

Work within platforms such as Airbnb, Vrbo, and Booking.com

Manage disputes, claims, and support cases with a strong understanding of platform policies

Advocate for the company in reimbursement requests and review-related matters

Operational Coordination

Partner with Maintenance and Housekeeping teams to resolve issues quickly

Identify recurring guest concerns and elevate operational improvements

Ensure adherence to SOPs and recommend updates as needed

Qualifications

• Minimum 2+ years of experience in hospitality or customer service, including:
  • Short-term rentals / vacation rentals
  • Hotels or resorts
  • Airlines or travel-related services
  • High-volume customer support environments within hospitality

Strong technical acumen, including hands‑on experience with property management systems such as Guesty, project management platforms such as Airtable, and the ability to leverage AI tools to improve efficiency and workflow.

Demonstrated experience handling customer escalations and conflict resolution

Strong understanding of customer service across multiple touchpoints

Excellent written English and Spanish communication skills (required)

This role requires a flexible schedule and you must be able to work shifts starting at 7 AM EST.

What Success Looks Like

Guest escalations are handled efficiently and professionally

Communication quality is consistent across the team

Reduction in unnecessary refunds and revenue loss

Improved guest satisfaction and operational alignment

Compensation & Structure

Fully remote role (LATAM-based candidates only)

Opportunity for growth into senior Guest Experience leadership roles