Guest Experience Manager

🔥 1 hour ago

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Bocobay

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2021

🏨 Hospitality

✈️ Travel

🏠 Real Estate

Hospitality • Travel • Real Estate

Bocobay is a Caribbean vacation rental and resort management company. It operates resorts, private homes, villas and condos (branded as Bocobay Resorts and Bocobay Private Homes) and offers island vacation stays and rental management services, with a presence in Aruba and other Caribbean islands. The site content emphasizes vacation rental management, property listings, and guest stays.

📋 Description

• Own everything related to guest communications and satisfaction at Bocobay. • Serve as the escalation point for difficult guest situations. • Manage and coach a distributed guest communications team. • Continuously raise the bar on how we communicate with guests. • Create a high-performance culture within the guest communications team. • Work closely with the Quality Assurance lead to improve team performance. • Manage scheduling and coverage to ensure fast responses to guests. • Follow up diligently to ensure issues are resolved end-to-end.

🎯 Requirements

• 5+ years in a guest-facing hospitality or customer experience role, with at least 2 years managing a team. • Native or near-native fluency in both English and Spanish. • Exceptional verbal and written communication skills. • Strong people manager: you know how to build trust with a distributed team. • Highly organised with excellent follow-through. • Comfortable with ambiguity and fast-paced environments. • Familiarity with vacation rental or OTA platforms (Airbnb, Booking.com, Expedia) is a strong plus. • Experience with tools such as Hostaway, Breezeway, Conduit or similar PMS/CRM platforms is a plus. • A genuine passion for hospitality and delivering exceptional guest experiences.

🏖️ Benefits

• A company that genuinely invests in its people — we promote from within and back those who show initiative. • Competitive compensation.