Remote Guest Experience & Operations Manager

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Job Title: Remote Guest Experience & Operations Manager (100% Work From Home)

• Location: Remote from Latin America
• Position Type: Full-time
• Salary: $2,000 USD/month + performance-based quarterly KPIs + premium Saturday pay (Note: The role features an initial 30-day fully paid demo period before transitioning into a permanent agreement).
• Schedule: Full-time, Afternoon Shift. Must be available during US Pacific Time (PT) hours.
  • Monday -- Thursday: 12:00 PM -- 8:00 PM PT
  • Friday: 8:00 AM -- 4:00 PM PT
  • Saturdays: 8:00 AM -- 4:00 PM PT (Rotating schedule: one Saturday on, one Saturday off; paid at a premium rate)
  • Long-Term Direction: For exceptional performers, the shift structure can flex to a standard morning schedule (Monday -- Friday, 8:00 AM -- 4:00 PM PT) over time.

Our Client

Our Client is a rapidly scaling, premium short-term rental (STR) property management company operating a curated portfolio of boutique, design-forward properties across major global destinations, including Los Angeles, New York, Palm Springs, and Oslo. Committed to delivering hotel-level luxury guest hospitality, the firm leverages an automated, tech-forward framework and internal AI systems to streamline administrative work. They operate with a lean, high-trust corporate structure where team members are given high autonomy to shape systems, optimize asset performance, and directly impact company scale.

Job Overview

Our Client is seeking a high-judgment, execution-focused Guest Experience & Operations Manager to completely own the end-to-end guest lifecycle. This is fundamentally a position for a process builder and operational driver—not a passive inbox operator. Because routine messaging parameters are already handled via advanced AI tools, the successful candidate will focus their expertise on high-value asset planning, resolving complex unit or booking anomalies directly, building internal SOPs, and optimizing guest reviews. This role demands an unmatched baseline of operational reliability, professional composure under pressure, and a natural instinct to solve problems autonomously without management intervention.

Key Responsibilities

Guest Lifecycle Ownership & Strategic Hospitality

• Oversees the entire guest reservation pipeline from pre-booking coordination through post-stay loop closure, maintaining full accountability for localized ratings.
• Audits the booking calendar to isolate high-value VIP arrivals, engineering bespoke, proactive welcome and service plans before guests check in.
• Anticipates operational or property bottlenecks systematically, deploying solutions to prevent friction points rather than purely reacting to problems.
• Owns the guest review process, constructing deliberate tracking loops to mitigate low-score risks and actively drive portfolio ranking averages upward.

Field Coordination & Crisis Resolution

• Manages time-sensitive property and guest issues (e.g., maintenance emergencies, clean discrepancies, structural cancellations) directly with clients and field staff.
• Coordinates fluidly with local cleaners, ground crews, and third-party contractors to guarantee immediate, high-quality asset readiness.
• Authors, details, and refines operational Standard Operating Procedures (SOPs) to ensure company procedures scale efficiently.
• Leads continuous improvement feedback segments in weekly team meetings, bringing structural insights and visibility directly to executive leadership.

Qualifications, Skills, and Key Competencies

Required

• Industry Experience: 2+ years of dedicated, hands-on experience within the short-term rental (STR) or vacation rental sector. (Note: Generic hospitality, call-center, or retail experience will not be considered).
• PMS Infrastructure: Practical mastery operating property management systems, specifically Hostaway, Guesty, or highly comparable enterprise STR software. Must be able to modify charges, resolve message streams, and manage complex inventory changes with zero baseline training.
• Project Management Tools: Direct professional experience tracking tasks, setting workflows, and managing organizational procedures inside ClickUp.
• AI Integration: Daily, functional use of advanced generative AI models (ChatGPT, Claude) embedded into your regular work habits to maximize operational throughput.
• Language: Fluent, professional written and spoken English communication skills; completely poised and effective when navigating high-stress escalations with frustrated premium guests over the phone.
• Work Ethic & Setup: Unwavering professional reliability and punctuality with zero unexplained absences, backed by a quiet remote home office featuring lightning-fast internet.

Preferred

• Fluent written and verbal Spanish communication skills to engage seamlessly with Spanish-speaking property owners.
• A strong professional background rooted in high-end boutique hospitality or luxury concierge spaces.
• Working familiarity with automated property optimization tools such as PriceLabs, Wheelhouse, or StayFi.
• Advanced technical curiosity, illustrated by having personally structured custom reusable prompts, automated scripts, or distinct workflows using AI.

Benefits

• Performance Incentives: Direct access to a target bonus structure featuring monthly and quarterly indicators tied to transparent, clear KPIs.
• True Autonomy: Escape rote inbox data entry to act as a definitive, self-directed stakeholder over a boutique global portfolio.
• Defined Escalation Path: Clear corporate growth markers to expand role parameters and leadership footprints as the company adds property units globally.
• Modern Tool Access: Work inside an environment that treats AI as an essential, foundational advantage to elevate human judgment.

Application Disclaimer: Please Read Before Proceeding

• To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED

• Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions

• Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely

• To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don't qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder

• All important updates will be sent via email, so be sure to check your inbox and spam/junk folders to avoid missing any communication.

We appreciate your interest and look forward to reviewing your application!