[Hiring] Guest Experience Associate @Stayd Collective

Role Description

You are one of the people our guests rely on from booking through checkout. Most of the day is conversations by phone, email, text and messaging platforms:

• A question about check-in
• A pool that is not heating
• A request for a restaurant nearby
• A reservation that needs changing

When something goes wrong, you are the one who coordinates the fix with Maintenance, Housekeeping and Operations, and makes sure the guest knows someone is on it.

It is a role for someone who likes people, likes solving problems, and stays calm when a guest does not. Logging a complaint is not the same as resolving it. If a guest's issue is yours, you own it until it is done.

This role is remote and open to people anywhere in the Americas. You are part of a rotating after-hours on-call schedule, usually about 2–3 nights per week, so guests always have someone to count on when something comes up outside regular hours.

Because Stayd runs shared systems across every brand, a process you improve here tends to end up running in six other markets, which is the closest thing we have to a promotion path.

Qualifications

• Clear, warm written and spoken English.
• A problem-solver's instinct.
• Organization and attention to detail.
• Comfort with computers, email, messaging platforms.
• Reliable internet, a working headset and a quiet place to take calls.
• Experience in hospitality, vacation rentals, hotels, front desk, reservations or customer service is a plus.

Requirements

• Guest communication by phone, email, text and messaging platforms, before, during and after every stay.
• Answers on reservations, properties, check-in, amenities and local information that are accurate the first time.
• Guest issues coordinated with Maintenance, Housekeeping and Operations until they are actually fixed.
• Difficult situations turned into good outcomes through calm, professional service.
• Guest and reservation records accurate and up to date across our systems.
• Urgent guest needs handled during your after-hours on-call nights.
• The small details that make a guest want to come back.

Benefits

• Compensation: $41,600–$45,760/year.
• Paid time off.
• Flexible schedule.
• Employee assistance program.

Company Description

host2coast manages vacation homes on Hilton Head Island and throughout the Lowcountry. Our guests come for the beaches, the golf and a slower pace, and our owners trust us with homes that are often their biggest investment. We focus on two things: taking great care of the homes, and taking great care of the people staying in them.