Guest Experience Associate

Guest Experience Associate

host2coast
Full-time | Remote

Department: Guest Experience

Schedule: 9am - 5pm | Rotating after-hours on-call, about 2–3 nights per week

Reports to: Guest Experience lead

Compensation: USD $41,600–$45,760 / year

About the brand

host2coast manages vacation homes on Hilton Head Island and throughout the Lowcountry. Our guests come for the beaches, the golf and a slower pace, and our owners trust us with homes that are often their biggest investment. We focus on two things: taking great care of the homes, and taking great care of the people staying in them.

The role

You are one of the people our guests rely on from booking through checkout. Most of the day is conversations by phone, email, text and messaging platforms: a question about check-in, a pool that is not heating, a request for a restaurant nearby, a reservation that needs changing. When something goes wrong, you are the one who coordinates the fix with Maintenance, Housekeeping and Operations, and makes sure the guest knows someone is on it.

It is a role for someone who likes people, likes solving problems, and stays calm when a guest does not. Logging a complaint is not the same as resolving it. If a guest's issue is yours, you own it until it is done.

Where you sit

You sit in Guest Experience and work every day with Maintenance, Housekeeping and Operations. This is not a role where you are handed a queue and left alone.

This role is remote and open to people anywhere in the Americas. You are part of a rotating after-hours on-call schedule, usually about 2–3 nights per week, so guests always have someone to count on when something comes up outside regular hours. Because Stayd runs shared systems across every brand, a process you improve here tends to end up running in six other markets, which is the closest thing we have to a promotion path.

What you'll own

• Guest communication by phone, email, text and messaging platforms, before, during and after every stay.
• Answers on reservations, properties, check-in, amenities and local information that are accurate the first time.
• Guest issues coordinated with Maintenance, Housekeeping and Operations until they are actually fixed.
• Difficult situations turned into good outcomes through calm, professional service.
• Guest and reservation records accurate and up to date across our systems.
• Urgent guest needs handled during your after-hours on-call nights.
• The small details that make a guest want to come back.

How you'll live our core values

Five values run this company, and we hire and promote against them.

• See Something Do Something: if you spot it, it is yours. Nobody here is allowed to walk past a problem because it belongs to another team.
• Do What You Say: a commitment with a date on it is a promise. If it slips, you say so before it is late, not after.
• Own the Miss: we get things wrong. What matters is that you name it first, fix it, and make sure it cannot happen the same way twice. Nobody is punished for a miss they owned.
• Say the Hard Thing: kindly, directly and early. Silence in a meeting followed by a private complaint is the one behaviour we will not carry.
• Make It Better: leave the process, the property or the shift in better shape than you found it. Small improvements, constantly, beat big ones occasionally.

What you bring

• Clear, warm written and spoken English. A guest should understand you and feel helped.
• A problem-solver's instinct: you look for the way forward, not just the problem.
• Organization and attention to detail while priorities change during the day.
• Comfort with computers, email, messaging platforms and learning new systems quickly.
• Enough overlap with US Eastern hours to cover your shifts, plus availability for rotating on-call nights.
• Reliable internet, a working headset and a quiet place to take calls.
• Experience in hospitality, vacation rentals, hotels, front desk, reservations or customer service is a plus. The right attitude matters more than the longest résumé.

Compensation & Benefits

• $41,600–$45,760/year.
• Paid time off.
• Flexible schedule.
• Employee assistance program.