Senior Guest Experience Agent (Honduras, Remote)

Senior Guest Experience Agent (Remote – LATAM) | Short-Term Rentals

Company Description

Blue Gems Management is a fast-growing vacation rental and property management company delivering boutique, five-star guest experiences across every stay.

We believe that where you stay can make or break your trip — and that belief drives everything we do. From weekend getaways to extended stays, we provide guests with seamless, comfortable, and memorable experiences while helping homeowners maximize their returns.

Our model combines:

• Personalized hospitality
• Data-driven pricing & marketing
• Professional local operations teams
• 24/7 centralized guest support

At Blue Gems, we are building more than a company — we are building a global, remote-first team that thrives on accountability, ownership, and delivering excellence in every interaction.

Role Description

We are seeking a Senior Guest Experience Agent who thrives in fast-paced, high-touch hospitality environments and is passionate about delivering exceptional service.

This role is at the heart of our operation — ensuring every guest interaction is handled with professionalism, urgency, and care. You will manage communications, resolve issues, coordinate with operations teams, and protect both the guest experience and owner trust.

Key Responsibilities / Objectives

Guest Experience Excellence

• 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

Issue Resolution & Escalations

• 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

Operations Coordination

• Coordinate with cleaning teams to ensure properties are guest-ready
• Oversee maintenance issues and ensure timely resolution
• Follow up proactively to prevent service failures

Administrative & Communication

• Liaise with OTA support teams (Airbnb, VRBO, Booking.com)
• Prepare detailed shift reports for seamless handoffs
• Work closely with managers and team members to ensure operational continuity

Who You Are

• A hospitality-driven professional who genuinely cares about guest satisfaction
• Calm under pressure and solution-oriented in challenging situations
• Highly organized and able to manage multiple conversations at once
• A strong communicator who can balance empathy with efficiency
• Proactive, accountable, and detail-oriented

Who You Are Not

• Someone who avoids ownership of problems or escalations
• Easily overwhelmed by high message volume or urgent requests
• Reactive instead of proactive
• Uncomfortable working in a fast-paced, service-driven environment

Must-Have Qualifications

• 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

Nice-to-Have Qualifications

• Experience with tools like Guesty, Hostaway, or Lodgify
• Background in short-term rental or property management operations
• Experience working night/graveyard shifts
• Spanish or additional language skills

Success Metrics

• Response time SLAs consistently met or exceeded
• Guest satisfaction and review ratings (4.8–5.0 average)
• Resolution time for guest issues and escalations
• Accuracy and quality of communication
• Minimal operational errors impacting guest stays

What Success Looks Like

30 Days:

• Fully trained on systems, SOPs, and communication standards
• Handling guest interactions with supervision
• Understanding property portfolio and workflows

60 Days:

• Independently managing guest communications and requests
• Resolving most issues without escalation
• Coordinating effectively with cleaning and maintenance teams

90 Days:

• Operating as a top-performing agent with full ownership of shifts
• Proactively preventing issues and improving guest experience
• Contributing to team performance and process improvements

Clarity of Role Ownership

Owns:

• Guest communication across all channels
• Issue resolution and escalation management
• Coordination with operations teams (cleaning & maintenance)
• Guest satisfaction and experience quality

Does NOT Own:

• Revenue strategy or pricing decisions
• Hiring or team management
• Long-term operational strategy

Working Details

• Position: Full-Time
• Location: Remote (Latin America)
• Shifts: AM & Graveyard shifts required

Compensation:

$1,500 Monthly