Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ah9c9

Company Overview

The 5 Star Co-Host is a short-term rental property management company built around one goal: delivering a consistently exceptional experience for guests and property owners alike. We manage a growing portfolio of properties and operate using smart systems and great people to make every stay seamless.

We’re a team that moves fast, communicates clearly, and takes real pride in the details. If you’re someone who cares about doing things right, you’ll fit in here.

Position Summary

As a Guest Experience Specialist, you’re the voice of The 5 Star Co-Host. You’ll manage guest communication from the moment someone inquires about a property through the end of their stay and beyond — making sure every interaction is fast, clear, and genuinely helpful.

This is a high-ownership role. You’ll be handling real guest situations in real time, making judgment calls, solving problems, and keeping everything moving smoothly. You’ll work alongside a collaborative remote team and have clear processes to support you — but you’ll be expected to bring your own initiative and care to every shift.

This role requires the ability to respond quickly and stay engaged throughout your shift — guests should never feel like they’re waiting on us.

Key Responsibilities

Guest Communication

Be the first and most consistent point of contact for guests across all platforms.

- Respond to inquiries, messages, and requests across Airbnb, VRBO, direct bookings, email, and SMS

- Manage the full guest journey: inquiry → booking → stay → post-stay follow-up

- Maintain a fast, professional, and empathetic tone in every interaction

- Ensure guests always have the information they need, before they have to ask

Reservation Monitoring & Guest Flow





Stay ahead of what's happening across the portfolio so guests are never caught off guard.

- Monitor active reservations, check-ins, and check-outs

- Ensure guests are fully prepared before arrival

- Handle early/late requests and day-of guest needs

- Identify and flag potential issues before they affect the guest experience

Issue Resolution & Escalation

Handle problems with confidence and good judgment.

- Resolve guest issues — lockouts, complaints, property concerns — within defined guidelines

- Use the 1:3:1 escalation method (1 problem, 3 possible solutions, 1 recommendation) when surfacing complex issues

- Escalations should come with context, not just problems — we expect thoughtful recommendations, not handoffs

- Escalate sensitive or high-stakes situations to the Guest Experience Lead or management

Pre-Arrival Execution

Make sure every guest arrives prepared and every step is completed before they do.

- Send, track, and follow up on rental agreements

- Verify guest information and booking compliance

- Confirm check-in instructions and access details

- Ensure all required pre-arrival messaging is completed on time

Daily Operational Coordination

Keep a close eye on the day-to-day to ensure nothing falls through the cracks.

- Monitor departures and confirm check-outs

- Support day-of coordination with cleaners as needed





- Flag maintenance or property issues in real time

- Ensure all guest-facing details remain accurate and current

Systems & Property Monitoring

Use available tools to stay informed and catch issues early.

- Review lock systems, WiFi, and access tools for potential issues

- Monitor security cameras and flag unusual activity

- Report anything that may impact the guest experience

Reviews & Reputation

Help maintain the strong reputation we've built with guests and on platforms.

- Respond to guest reviews in a timely and professional manner

- Flag negative feedback internally for review before responding publicly

- Support a consistent, high-quality online presence

Team Communication & Handoffs

Keep the team informed and transitions seamless.

- Document guest interactions clearly and accurately in internal systems

- Provide thorough handoffs between shifts

- Collaborate with team members to maintain consistent guest coverage

Required Qualifications

- Experience in guest support, hospitality, or customer service

- Strong written English communication skills — clear, professional, and warm

- Ability to manage multiple conversations and priorities simultaneously

- Ability to stay organized and effective during high-volume periods

- Good judgment and genuine problem-solving ability

- Comfort in a fast-paced, real-time work environment

Compensation, Benefits, & Schedule

Monthly Salary

$1000 - $1400

Bonus

Up to 8% of yearly salary for annual bonus paid out during calendar year if individual and company KPIs are met

Benefits

- Paid time off such as PTO, sick days, and vacation days

Schedule

- TBD with some flexibility but need availability Friday- Monday 8am-6pm EST

Postúlate en Kit Empleo: kitempleo.com.co/empleo/1ah9c9

📌 Guest Experience Specialist (Colombia)
🏢 Better Talent
📍 Colombia