Guest Experience Representative

Guest Experience Representative

• Remote (LATAM-based)

• Full-time, morning shift aligned with Pacific Time, Contractor.

• Tech Stack: Property management systems, guest messaging platforms, AI tools, review/process tracking tools

At Near, we connect top talent in Latin America with exciting remote opportunities at U.S.-based companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

About the Company:

Our client is a luxury short-term rental and property management company focused on delivering high-end guest experiences across premium properties. They work closely with guests from the reservation stage through the stay experience, with a strong emphasis on service, communication, and operational excellence. Their team is focused on improving guest satisfaction, protecting high-value bookings, and creating a more polished and proactive hospitality experience.

About the Role:

We’re looking for a Guest Experience Representative who combines strong communication skills, hospitality judgment, and a proactive mindset. You’ll manage guest communication, support high-value reservations, identify ways to improve the guest journey, and collaborate with internal team members on service-related issues. This role requires someone who is polished, solution-oriented, highly independent, and confident handling sensitive guest situations while maintaining a luxury-level experience.

You Will:

• Manage daily guest communication and reply to inbox messages, especially during morning hours

• Handle pre-booking and reservation-related communication with a strong focus on high-value guests

• Support negotiation conversations related to reservations, pricing, and guest requests

• Identify opportunities to upsell packages, experiences, early check-ins, late check-outs, and other add-ons

• Take ownership of the guest journey and help improve communication quality and response standards

• Review guest feedback and identify recurring issues, service gaps, or process improvements

• Help build and improve systems, workflows, templates, and guest experience processes

• Coordinate with Dania and, when needed, with cleaners, maintenance, or other operations-related contacts

• Handle guest issues professionally and help prevent poor guest experiences or negative reviews

• Support simple administrative tasks tied to reservations, guest activations, and guest registration requirements

About You:

Your Background:

• 2+ years of experience in short-term rentals, hospitality, guest experience, or a related field

• Experience communicating with guests in a professional, polished, and service-oriented way

• Strong English communication skills, both written and spoken

• Experience handling guest issues, resolving problems, and maintaining a high standard of service

• Comfortable working with high-value reservations and guest expectations

• Strong sales instincts or proven ability to influence, negotiate, and close guest-related opportunities

• Familiarity with property management or hospitality systems and tools

• Comfortable working independently and taking ownership of a key part of the business

• Able to identify inefficiencies and recommend process improvements before they become bigger issues

• Strong attention to detail and confidence navigating fast-moving guest communication

• Self-motivated, proactive, and accountable — you take ownership of the guest experience function

• Calm under pressure and able to handle sensitive or urgent guest situations with professionalism

• Organized and adaptable — you can balance communication, admin work, and issue resolution

• Resourceful and solutions-driven, with good judgment in ambiguous situations

Nice to Have:

• Experience in luxury hospitality or luxury property management

• Experience in travel agencies or adjacent hospitality environments

• Familiarity with AI tools used in hospitality workflows

• Familiarity with systems such as Cloudbeds, Hospitable, Breezeway, or similar platforms

• Experience working with larger property management companies or businesses managing a high number of listings

• Exposure to U.S.-based hospitality or guest service markets

• Experience supporting guest experience strategy, review management, or service process design

Compensation & Benefits:

• Compensation: $1,500 - $2,000 + monthly and quarterly bonuses

• Benefits:

  • 14 days of PTO

  • Monthly and quarterly performance bonuses

  • Additional KPI-based bonus potential tied to upsells or sales performance

  • Weekend rotation schedule (likely one weekend on, one weekend off, structure to be finalized)