Senior Guest Experience Agent

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🔥 36 minutes ago

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BLUE GEMS

WebsiteLinkedInAll Job Openings

- employees

🤝 B2B

☁️ SaaS

B2B • SaaS

BLUE GEMS is a software development company (listed as "Software Development" on LinkedIn). No further public details were provided in the supplied information, so its specific products, customers, or vertical focus cannot be determined from the data given.

📋 Description

• Respond to guest inquiries across Airbnb, Booking.com, VRBO, and other OTAs quickly and professionally • Manage requests such as early check-ins, late check-outs, and special accommodations • Resolve guest issues efficiently while maintaining a 5-star experience • Handle inbound calls, messages, and emails with clarity and empathy • Respond to guest reviews with thoughtful, personalized replies • Take ownership of escalated guest issues and drive them to resolution • Collaborate with internal teams and vendors to solve complex problems • Manage guest claims and ensure accurate documentation and follow-through • Coordinate with cleaning teams to ensure properties are guest-ready • Oversee maintenance issues and ensure timely resolution • Follow up proactively to prevent service failures • Liaise with OTA support teams (Airbnb, VRBO, Booking.com) • Prepare detailed shift reports for seamless handoffs

🎯 Requirements

• 2+ years in customer service, hospitality, or short-term rental management • Strong knowledge of OTA platforms (Airbnb, Booking.com, VRBO) • Excellent written and verbal English (native or bilingual) • Proven ability to multitask and manage time effectively • Experience with CRM systems and communication tools • Reliable internet connection and work equipment (laptop, headset, etc.) • Based in Latin America