[Hiring] Guest Experience Manager @HireLATAM

Role Description

Our Client is seeking a hands-on, high-accountability Guest Experience & Reservations Manager to lead their reservations team and own the end-to-end guest journey. This professional will actively operate on the front lines—handling guest inquiries, jumping into shifts during peak reservation windows, coaching team members in real time, and maintaining strict conversion standards.

Reporting during U.S. Pacific business hours, this role requires a candidate with deep luxury hospitality experience who thrives on driving performance metrics while maintaining personalized, high-touch guest relations.

Key Responsibilities

• Team Leadership, Coaching & Performance Management
  • Recruits, trains, and manages a high-performing team of guest experience and reservation specialists.
  • Establishes clear performance standards, holding the team accountable to rapid response times, high conversion rates, and polished guest communication.
  • Delivers real-time feedback, call reviews, and messaging critiques to elevate the team's consultative selling skills.
  • Steps into live shifts during peak periods, staffing gaps, or high-volume windows to handle guest inquiries, phone bookings, and complex guest requests by example.
• Reservations Pipeline, Revenue & CRM Management
  • Oversees the complete reservations pipeline—from initial inquiry and follow-up cadence to booking confirmation and post-stay outreach.
  • Tracks and optimizes core operational KPIs, including inquiry-to-booking conversion rates, response times, average booking value, and guest review scores.
  • Balances luxury guest experience standards with revenue optimization strategies in day-to-day booking decisions.
  • Maintains strict CRM data integrity, tracking lead statuses, communication logs, referral sources, and guest preferences.
• Operational Process Refinement
  • Develops, documents, and refines Standard Operating Procedures (SOPs) across email, SMS, and phone channels to ensure consistent service standards.
  • Identifies friction points along the guest journey and implements structural solutions to reduce booking cancellations and refund requests.
  • Collaborates with executive leadership to align guest experience workflows with demand generation and market expansion strategies.

Qualifications

• 5+ years of experience in hospitality, guest relations, or reservations management (vacation rentals, boutique hotels, or luxury hospitality sectors strongly preferred).
• 3+ years of direct experience managing, coaching, and developing guest service or reservations teams.
• Willingness to lead from the front, taking guest calls, answering inquiries, and working shifts alongside the team.
• Strong proficiency in CRM software, property management systems (PMS), and reservations pipeline management metrics.
• Native or full C2 professional English fluency (written and spoken) capable of delivering luxury-grade guest interactions.
• Availability to work 5 days per week aligned with U.S. Pacific Time, with full flexibility to support operational demands during high-season windows.
• Quiet home office, personal computer, professional headset, and high-speed, stable internet connection.

Preferred Qualifications

• Prior experience in high-end vacation rental management or boutique luxury resort operations.
• Familiarity with multi-channel guest messaging platforms (SMS, OTA messaging platforms, phone, and email automation tools).

Benefits

• $3,000 USD monthly salary paid directly in USD.
• Direct influence over the end-to-end guest experience for a growing boutique US luxury hospitality brand.
• High autonomy with direct executive collaboration and process ownership.
• Dedicated full-time engagement executed remotely from Latin America.