[Hiring] Guest Experience Lead @Stayd Collective

Role Description

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.
• 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 from short-term rentals, hotels, airlines, or other high-volume service industries.
• Must be well-versed in all operational aspects of vacation rentals, including common housekeeping and maintenance-related issues.
• A proactive, solutions-oriented approach is essential.
• Expected to resolve issues as they arise and anticipate potential challenges.
• Contribute to process improvements that enhance both guest satisfaction and operational efficiency.
• This role requires a flexible schedule and the ability to work shifts starting at 7 AM EST.

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 and project management platforms such as Airtable.
• 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 the ability to work shifts starting at 7 AM EST.

Requirements

• 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.
• 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.
• Partner with Maintenance and Housekeeping teams to resolve issues quickly.
• Identify recurring guest concerns and escalate operational improvements.
• Ensure adherence to SOPs and recommend updates as needed.

Benefits

• $2,000 USD per month.
• Two weeks PTO.
• Fully remote role (LATAM-based candidates only).
• Opportunity for growth into senior Guest Experience leadership roles.