About the job Guest Experience Lead, Vacation Rentals
About Beachside VR
Beachside Vacation Rentals is a performance-driven, technology-forward hospitality company managing a growing portfolio of short-term rental properties along Florida's Space Coast.
Our focus is to deliver a consistent, high-quality guest experience while protecting owner assets and optimizing revenue through disciplined operations and smart use of technology.We operate with high standards, strong accountability, and a commitment to operational excellence across all departments, leveraging modern systems and automation to drive efficiency, consistency, and scalability.Position Summary
We are seeking an experiencedGuest Experience Leadto join our guest communications team.
This role is responsible for ensuring communication quality, managing escalations, and driving the timely and professional resolution of all guest-related issues.This position serves as a primary escalation point for complex guest situations and requires a strong sense of urgency, sound judgment, attention to detail, and a deep understanding of customer experience within hospitality environments.The adecuado candidate brings experience not only from short-term rentals, but also from hotels, airlines, or other high-volume service industries where managing the full lifecycle of customer interactions is critical.In addition, this individual must bewell-versed in all operational aspects of vacation rentals , including common housekeeping and maintenance-related issues, and how they directly impact the guest experience.Aproactive, solutions-oriented approachis essential.
This role is expected not only to resolve issues as they arise, but to anticipate potential challenges, identify patterns, and contribute to process improvements that enhance both guest satisfaction and operational efficiency.This role requires a flexible schedule and you must be able to work shifts starting at 7 AM EST.Key Responsibilities




Guest Communication & Quality ControlMaintain a high standard of written and verbal communication across all guest interactionsReview team responses and ensure consistency in tone and accuracyHandle complex and sensitive guest issues, including complaints, refund requests, and in-stay disruptionsEnsure resolutions are consistent, well-documented, and aligned with company standardsOTA Platform ManagementWork within platforms such as Airbnb, Vrbo, and Manage disputes, claims, and support cases with a strong understanding of platform policiesAdvocate for the company in reimbursement requests and review-related mattersOperational CoordinationPartner with Maintenance and Housekeeping teams to resolve issues quicklyIdentify recurring guest concerns and elevate operational improvementsEnsure adherence to SOPs and recommend updates as neededQualificationsMinimum2+ years of experience in hospitality or customer service , including:Short-term rentals / vacation rentalsHotels or resortsAirlines or travel-related servicesHigh-volume customer support environments within hospitalityStrong technical acumen, including hands‐on experience with property management systems such as Guesty, project management platforms such as Airtable, and the ability to leverage AI tools to improve efficiency and workflow.Demonstrated experience handlingcustomer escalations and conflict resolutionStrong understanding of customer service across multiple touchpointsExcellent written English and Spanish communication skills (required)This role requires a flexible schedule and you must be able to work shifts starting at 7 AM EST.What Success Looks Like
Guest escalations are handled efficiently and professionallyCommunication quality is consistent across the teamReduction in unnecessary refunds and revenue lossImproved guest satisfaction and operational alignmentCompensation & StructureFully remote role (LATAM-based candidates only)Opportunity for growth into senior Guest Experience leadership roles

📌 Guest Experience Lead, Vacation Rentals (Nezahualcóyotl)
🏢 Stayd Collective
📍 Nezahualcóyotl