Guest Experience Specialist

Guest Experience Specialist

StaySouth Vacation Homes LLC | Southeast Florida | Full-Time

Help Us Create Exceptional Stays

At StaySouth, we believe a great vacation rental experience is about more than a beautiful property — it's about how guests feel from the moment they discover a home until the moment they leave.

We're looking for a Guest Experience Specialist who genuinely enjoys helping people, solving problems, creating memorable guest experiences, and helping guests find the right vacation home for their needs.

You'll be a key point of contact throughout the guest journey — from the initial reservation inquiry and booking process through arrival, stay, departure, and post-stay follow-up. You'll play an important role in ensuring that every interaction reflects the high level of hospitality we strive to provide.

If you're naturally helpful, highly responsive, calm under pressure, organized, and take pride in following through, we'd love to hear from you.

What You'll Do

Reservations & Booking

• Respond promptly to reservation inquiries through phone, email, text, booking platforms, and other guest communication channels.
• Assist prospective guests in selecting the right property based on their dates, group size, preferences, amenities, and needs.
• Process and manage reservations accurately through our property management and reservation systems.
• Provide guests with accurate information regarding availability, rates, minimum-stay requirements, policies, fees, amenities, and property details.
• Manage reservation modifications, extensions, cancellations, date changes, and other booking requests in accordance with company policies.
• Confirm reservation details and ensure guests receive accurate and timely pre-arrival information.
• Maintain accurate reservation records and ensure all guest information is entered and documented correctly.
• Identify appropriate opportunities to promote upgrades, extended stays, additional services, or other offerings that enhance the guest experience and support company revenue.
• Follow up on inquiries and prospective bookings to help convert qualified leads into reservations.
• Coordinate with internal teams when reservation requirements or guest requests require operational follow-up.

Guest Experience

• Serve as a primary point of contact for guests before, during, and after their stay.
• Respond quickly and professionally to guest calls, texts, emails, and other communications.
• Answer questions about properties, reservations, check-in/check-out, amenities, policies, and local recommendations.
• Help guests with requests and resolve issues with a calm, empathetic, solutions-first approach.
• Coordinate with housekeeping, maintenance, property managers, vendors, and other team members to address guest needs.
• Take ownership of guest issues from the initial request through resolution.
• Follow up with guests to make sure their needs have been fully addressed.
• Proactively communicate important information, delays, changes, or potential issues.
• Assist with special requests, accommodations, celebrations, and other guest needs when appropriate.
• Support a seamless transition from reservation to arrival by ensuring guests receive the information they need before check-in.
• Document guest interactions, reservation changes, service issues, and resolutions accurately.
• Identify recurring problems and share feedback that can help us improve our properties, processes, and overall guest experience.
• Help create positive guest interactions that lead to great reviews, repeat stays, and guest referrals.

What We're Looking For

We're looking for someone who is:

• Warm and personable — you genuinely enjoy helping people.
• Highly responsive — you understand that timely communication matters, especially in vacation rentals.
• A problem solver — you look for solutions instead of excuses.
• Calm under pressure — you can handle upset or demanding guests professionally.
• Organized and dependable — you follow through and don't let things fall through the cracks.
• A strong communicator — you're comfortable communicating by phone, text, email, and digital platforms.
• Detail-oriented — you understand that accuracy is critical when managing reservations and guest information.
• Sales-minded — you're comfortable helping guests find the right property and recognizing appropriate opportunities to upsell or increase booking value.
• A team player — you can coordinate effectively with multiple people to get things done.
• Proactive — you notice potential problems and address them before they become bigger issues.
• Comfortable working independently while knowing when to ask for help or escalate an issue.
• Technology comfortable — you can learn and confidently use property management systems, reservation platforms, guest messaging tools, and other digital systems.

Experience

• 1–2+ years of experience in hospitality, guest services, reservations, customer service, vacation rentals, hotels, property management, or a related field preferred.
• Previous experience handling reservations, booking inquiries, or guest communications is strongly preferred.
• Vacation rental or short-term rental experience is a plus.
• Experience with property management systems (PMS), reservation systems, Airbnb, VRBO, Booking.com, or similar platforms is a plus.
• Experience coordinating housekeeping, maintenance, vendors, or property services is a plus.
• Sales or upselling experience in hospitality, travel, vacation rentals, or a related industry is a plus.
• Familiarity with the Southeast Florida market is a plus.
• Bilingual English/Spanish is a plus.

Education

• High school diploma or equivalent required.
• Associate's or bachelor's degree in Hospitality Management, Tourism, Business Administration, or a related field is a plus, but not required.
• Equivalent hospitality, reservations, vacation-rental, or customer-service experience may be considered in place of additional education.

Pay: $42,000.00 - $48,000.00 per year

Benefits:

• Dental insurance
• Health insurance

Experience:

• guest services, reservations: 1 year (Required)
• Airbnb or other online travel/booking platforms: 1 year (Required)

Work Location: In person