Guest Experience Agent, Vacation Rentals

About the Role

At Beachside VR, guest experience isn't a department,  it's the heartbeat of what we do. Were looking for an experienced Guest Experience Agent who understands the pace and expectations of vacation rentals and knows how to deliver calm, confident hospitality through clear communication and strong follow-through.

In this role, you'll manage guest communication across multiple platforms, create and track operational tickets, and work closely with internal teams to resolve issues efficiently and professionally.

This is a fully remote, Mexico-based role. 

What You'll Do

As a Guest Experience Agent, you will:

• Respond to guest inquiries via email, OTA messaging, text, and phone
• Support guests before arrival, during their stay, and after departure
• Communicate clearly and professionally with guests, teammates, and vendors
• Create, assign, and track tickets for housekeeping, maintenance, and operational issues
• Use Guesty, Breezeway and Slack to document issues and ensure proper follow-up
• Monitor open issues and close the loop with guests once resolved
• Follow Beachside VR policies, escalation guidelines, and service standards
• Maintain accurate documentation for all guest interactions and resolutions

You'll Be a Great Fit If You:

• Stay calm and professional during guest escalations
• Take ownership of issues and see them through to resolution
• Communicate clearly, concisely, and with empathy
• Understand the urgency of guest-impacting issues
• Value documentation, follow-up, and accountability
• Enjoy working as part of a structured, team-based environment

Required Experience & Skills

This role requires:

• Prior experience in vacation rentals or short-term rental hospitality
• Hands-on experience with OTA platforms (Airbnb, Vrbo, etc.)
• Working knowledge of Guesty and Breezeway
• Strong written and verbal English and Spanish communication skills
• Ability to manage multiple conversations and tasks at once
• Excellent organization and attention to detail

Compensation, Benefits & Location

• Remote role, LATAM-based
• $1,250 USD per month
• 2 weeks paid time off (PTO)