Position Title: Guest Experience Representative

Location: Remote

Department: Guest Experience

Reports to: Guest Experience Manager

About Emerald Stay

About Emerald Stay: Emerald Stay operates high-end vacation homes across mountain, coastal, and lifestyle destinations. With a portfolio of over 500 homes, the majority operated on an exclusive basis, Emerald Stay combines strong local teams with centralized expertise in marketing, technology, revenue management, and guest experience to deliver award-winning professional hospitality while keeping each home's unique character intact.

Emerald Stay is part of Eterniti, a group of boutique vacation rental companies operating in iconic destinations worldwide, including France, Switzerland, Spain, the US, and the Caribbean. Eterniti partners with local operators who maintain their identity and autonomy while benefiting from shared technology, operational support, and brand development.

Position Overview

The Guest Experience Representative plays a critical role in ensuring our guests have an outstanding experience from the moment they inquire about booking until after they check out. This position focuses on proactive and reactive guest communications, providing support, resolving issues, and enhancing overall guest satisfaction. The ideal candidate will have 1-2 years of experience in short-term rental management or hotel operations and will be adept at using tools like Airbnb, VRBO, Booking.com, Expedia, and Guesty.

I. Key Responsibilities

Guest Communications:

• Act as the primary point of contact for guests before, during, and after their stay.
• Handle inquiries and bookings across multiple platforms including Airbnb, VRBO, Booking.com, Direct Website, and Expedia.
• Respond promptly and professionally to guest messages, emails, and phone calls.
• Provide detailed and accurate information about properties, amenities, and local attractions.
• Coordinate check-in and check-out processes to ensure a smooth guest experience.

Issue Resolution:

• Address and resolve guest complaints or issues effectively and empathetically.
• Liaise with on-site teams, maintenance, and housekeeping to resolve any property-related issues.
• Escalate complex issues to management as necessary, ensuring timely and satisfactory resolutions.

Guest Experience Enhancement:

• Gather and analyze guest feedback to identify areas for improvement.
• Assist in implementing initiatives to enhance the guest experience.
• Promote additional services and upsell property amenities when appropriate.

Operational Support:

• Maintain accurate records of guest interactions, reservations, and any issues in the company’s information sheet and property management software.
• Collaborate with other team members to ensure a seamless and high-quality guest service experience.
• Assist in listing properties, updating listings, and management of listings on various rental platforms.

Platform Management:

• Utilize short-term rental management tools like Guesty for operational efficiency.
• Update and optimize property listings to ensure they are competitive and appealing.

II. Desired Qualifications

Experience:

• 1-2 years of experience in short-term rental management, customer service in the hospitality industry, or a similar role.
• Familiarity with platforms like Airbnb, VRBO, Booking.com, Expedia, and property management tools such as Guesty, Rentals United and Cloudbeds.
• Breezeway and Google Suite experience preferred.
• Short-Term Rental Management experience is a huge plus.

Skills:

• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a customer-oriented mindset.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using CRM systems and short-term rental management software.

Attributes:

• Exceptional attention to detail and organizational skills.
• Friendly, approachable, and professional demeanor.
• Ability to work independently and as part of a team.
• Flexibility to work varied shifts, including weekends and holidays, as needed.

III. Benefits

• Competitive salary and potential for performance bonuses.
• Opportunity to work with a vibrant and passionate team.
• Career development and growth opportunities.
• A flexible work environment for remote work.
• Discounts on stays at company-managed properties.
• 2 weeks unpaid holiday per year.

IV. How to Apply: Interested candidates should submit their resume and a cover letter detailing their relevant experience and interest in the position to mary@emeraldstay.com. Email subject should be: GX Representative Application - (Your Name)

Emerald Stay is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Types: Full-time, Contract

Pay: $7,500.00 - $8,000.00 per hour

Work Location: Remote