Guest Experience Agent

Guest Experience Agent – Blue Gems Management

Full-time | Remote (Latin America)

Reports to: Guest Experience Manager

Compensation: USD $1,000 / month

About Blue Gems Management 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.

Our Core Values These are not posters on a wall. These are how we operate every day, and how we hire.

• Ownership. We take initiative and own outcomes end to end.
• High Standards. Five-star is the baseline. We sweat the details others skip.
• Move Fast. Speed protects revenue and guest trust — we respond and resolve quickly.
• Proactive, Not Reactive. We solve problems before they reach the guest.
• Accountability & Integrity. We follow through, document clearly, and do it right.

The Role 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.

What You'll Do

• 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.
• Manage check-in and check-out communications for a seamless arrival and departure experience.
• De-escalate complaints and deliver thoughtful, policy-aligned resolutions.
• Understand and strictly follow OTA rules and policies to avoid penalties, revenue loss, or listing issues.
• Manage refunds, additional charges, and claims in line with company policy, and track escalated cases through resolution.
• Coordinate with Maintenance, Housekeeping, and Field Operations to resolve guest-related issues.
• Confirm cleaning completion before check-in and review cleaner photos for quality assurance.
• Schedule maintenance, deep cleans, couch cleans, and carpet cleaning with guests and internal teams as needed.
• Maintain and update all required logs daily and accurately — escalated guest, maintenance, claims, pool heating, and inventory.
• Keep Notion, Guesty, and OTA listings/messages current, with clear documentation (photos, timestamps, receipts) to support claims.
• Provide personalized guest recommendations — local attractions, dining, amenities.
• Share guest feedback with cleaners and relevant teams, and flag recurring issues to leadership for process improvement.
• Manage calendars to avoid double bookings and maximize occupancy.
• Support light administrative and marketing tasks, attend weekly Operations meetings and 1:1s, and take on additional tasks that support company growth.

What We're Tracking

• Average guest response time consistently within target
• High guest satisfaction scores and positive reviews
• Reduction in escalated guest issues and repeat complaints
• Accurate, up-to-date logs with minimal errors
• Strong OTA account health — no preventable penalties or violations

Who You Are

• Fluent, professional English (written and spoken). You'll communicate directly with guests.
• Calm, professional, and guest-first under pressure.
• Highly organized and detail-oriented.
• Comfortable working in fast-paced, high-volume environments.
• A strong written and verbal communicator.
• Accountable, reliable, and process-driven — you follow SOPs and keep documentation tight.
• Available to align with US time-zone coverage.
• Self-directed and dependable in a remote setup — reliable computer, stable high-speed internet, and a quiet workspace.

Nice to Have

• Experience in vacation rental, short-term rental, hospitality, or guest services.
• Familiarity with Guesty or a similar PMS.
• Experience with OTA platforms (Airbnb, Booking.com, Vrbo) and their policies.
• Familiarity with Notion or similar documentation tools.
• A background in customer service, de-escalation, or high-volume support.

What We Offer

• Fully remote work from anywhere in Latin America.
• Holiday pay — double pay on holidays shared between Latin America and the US (e.g., Christmas, New Year's).
• Insurance reimbursement — up to $50/month toward personal insurance.
• Internet support — up to 50% of your internet costs covered with proof of stable, high-speed access.
• Gym membership — up to $50/month reimbursed.
• Paid vacation — 1 day earned per month (11 days per year).
• Paid sick leave — 6 days per year with proper documentation.
• Compensation reviewed after a six-month introductory period, and biannually thereafter.

Compensation USD $1,000 / month to start. Reviewed after the six-month introductory period, and biannually thereafter.

Reports To: Guest Experience Manager, Blue Gems Management