Guest Experience Agent at Stayd Collective
Worldwide
<p>Guest Experience Agent – Blue Gems Management<br> Full-time | Remote (Latin America)<br> Reports to: Guest Experience Manager<br> Compensation: USD $1,000 / month</p> <h4><strong>About Blue Gems Management</strong></h4> <p>Blue Gems Management is one of Florida's fastest-growing vacation rental management companies. We deliver five-star guest experiences while maximizing homeowner returns through exceptional hospitality, operational excellence, and proactive property care. We move fast, solve problems before they happen, and hold a high standard for service and accountability — and we're building a remote-first team of operators and hospitality professionals across Latin America who take ownership and thrive in a fast-paced, high-performance environment.</p> <h4><strong>Our Core Values</strong></h4> <p>These are not posters on a wall. These are how we operate every day, and how we hire.</p> <ul> <li>Ownership. We take initiative and own outcomes end to end.</li> <li>High Standards. Five-star is the baseline. We sweat the details others skip.</li> <li>Move Fast. Speed protects revenue and guest trust — we respond and resolve quickly.</li> <li>Proactive, Not Reactive. We solve problems before they reach the guest.</li> <li>Accountability & Integrity. We follow through, document clearly, and do it right.</li> </ul> <h4><strong>The Role</strong></h4> <p>The Guest Experience Agent delivers consistent, five-star guest communication and support across every stage of the guest journey. You protect revenue, safeguard owner trust, and keep day-to-day operations running smoothly by proactively managing guest needs, coordinating with internal teams, and resolving issues quickly and professionally. This is an execution-focused role that rewards speed, accuracy, emotional intelligence, and strict adherence to SOPs and OTA policies.</p> <h4><strong>What You'll Do</strong></h4> <ul> <li>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.</li> <li>Manage check-in and check-out communications for a seamless arrival and departure experience.</li> <li>De-escalate complaints and deliver thoughtful, policy-aligned resolutions.</li> <li>Understand and strictly follow OTA rules and policies to avoid penalties, revenue loss, or listing issues.</li> <li>Manage refunds, additional charges, and claims in line with company policy, and track escalated cases through resolution.</li> <li>Coordinate with Maintenance, Housekeeping, and Field Operations to resolve guest-related issues.</li> <li>Confirm cleaning completion before check-in and review cleaner photos for quality assurance.</li> <li>Schedule maintenance, deep cleans, couch cleans, and carpet cleaning with guests and internal teams as needed.</li> <li>Maintain and update all required logs daily and accurately — escalated guest, maintenance, claims, pool heating, and inventory.</li> <li>Keep Notion, Guesty, and OTA listings/messages current, with clear documentation (photos, timestamps, receipts) to support claims.</li> <li>Provide personalized guest recommendations — local attractions, dining, amenities.</li> <li>Share guest feedback with cleaners and relevant teams, and flag recurring issues to leadership for process improvement.</li> <li>Manage calendars to avoid double bookings and maximize occupancy.</li> <li>Support light administrative and marketing tasks, attend weekly Operations meetings and 1:1s, and take on additional tasks that support company growth.</li> </ul> <h4><strong>What We're Tracking</strong></h4> <ul> <li>Average guest response time consistently within target</li> <li>High guest satisfaction scores and positive reviews</li> <li>Reduction in escalated guest issues and repeat complaints</li> <li>Accurate, up-to-date logs with minimal errors</li> <li>Strong OTA account health — no preventable penalties or violations</li> </ul> <h4><strong>Who You Are</strong></h4> <ul> <li>Fluent, professional English (written and spoken). You'll communicate directly with guests.</li> <li>Calm, professional, and guest-first under pressure.</li> <li>Highly organized and detail-oriented.</li> <li>Comfortable working in fast-paced, high-volume environments.</li> <li>A strong written and verbal communicator.</li> <li>Accountable, reliable, and process-driven — you follow SOPs and keep documentation tight.</li> <li>Available to align with US time-zone coverage.</li> <li>Self-directed and dependable in a remote setup — reliable computer, stable high-speed internet, and a quiet workspace.</li> </ul> <h4><strong>Nice to Have</strong></h4> <ul> <li>Experience in vacation rental, short-term rental, hospitality, or guest services.</li> <li>Familiarity with Guesty or a similar PMS.</li> <li>Experience with OTA platforms (Airbnb, Booking.com, Vrbo) and their policies.</li> <li>Familiarity with Notion or similar documentation tools.</li> <li>A background in customer service, de-escalation, or high-volume support.</li> </ul> <h4><strong>What We Offer</strong></h4> <ul> <li>Fully remote work from anywhere in Latin America.</li> <li>Holiday pay — double pay on holidays shared between Latin America and the US (e.g., Christmas, New Year's).</li> <li>Insurance reimbursement — up to $50/month toward personal insurance.</li> <li>Internet support — up to 50% of your internet costs covered with proof of stable, high-speed access.</li> <li>Gym membership — up to $50/month reimbursed.</li> <li>Paid vacation — 1 day earned per month (11 days per year).</li> <li>Paid sick leave — 6 days per year with proper documentation.</li> <li>Compensation reviewed after a six-month introductory period, and biannually thereafter.</li> </ul> <h4><strong>Compensation</strong></h4> <p>USD $1,000 / month to start. Reviewed after the six-month introductory period, and biannually thereafter.</p> <h4><strong>Reports To:</strong><br></h4> <p><span></span><span>Guest Experience Manager, Blue Gems Management</span></p><div></div>
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