Guest Experience Agent – Blue Gems Management

Full-time | Remote (Latin America)

Reports to: Guest Experience Manager

Compensation: USD $1,000 / month

About Blue Gems Management

Blue Gems Management is one of Florida's fastest-growing vacation rental management companies. We deliver five-star guest experiences while maximizing homeowner returns through exceptional hospitality, operational excellence, and proactive property care. We move fast, solve problems before they happen, and hold a high standard for service and accountability — and we're building a remote-first team of operators and hospitality professionals across Latin America who take ownership and thrive in a fast-paced, high-performance environment.

Our Core Values

These are not posters on a wall. These are how we operate every day, and how we hire.

- Ownership. We take initiative and own outcomes end to end.
- High Standards. Five-star is the baseline. We sweat the details others skip.
- Move Fast. Speed protects revenue and guest trust — we respond and resolve quickly.
- Proactive, Not Reactive. We solve problems before they reach the guest.
- Accountability & Integrity. We follow through, document clearly, and do it right.

The Role

The Guest Experience Agent delivers consistent, five-star guest communication and support across every stage of the guest journey. You protect revenue, safeguard owner trust, and keep day-to-day operations running smoothly by proactively managing guest needs, coordinating with internal teams, and resolving issues quickly and professionally. This is an execution-focused role that rewards speed, accuracy, emotional intelligence, and strict adherence to SOPs and OTA policies.

What You'll Do

- Respond to guest inquiries across all platforms (Guesty, Airbnb, Booking.com, Vrbo, email, phone, messaging apps) fast, within tight response-time targets during your shifts.




- Manage check-in and check-out communications for a seamless arrival and departure experience.
- De-escalate complaints and deliver thoughtful, policy-aligned resolutions.
- Understand and strictly follow OTA rules and policies to avoid penalties, revenue loss, or listing issues.
- Manage refunds, additional charges, and claims in line with company policy, and track escalated cases through resolution.
- Coordinate with Maintenance, Housekeeping, and Field Operations to resolve guest-related issues.
- Confirm cleaning completion before check-in and review cleaner photos for quality assurance.
- Schedule maintenance, deep cleans, couch cleans, and carpet cleaning with guests and internal teams as needed.
- Maintain and update all required logs daily and accurately — escalated guest, maintenance, claims, pool heating, and inventory.
- Keep Notion, Guesty, and OTA listings/messages current, with clear documentation (photos, timestamps, receipts) to support claims.
- Provide personalized guest recommendations — local attractions, dining, amenities.
- Share guest feedback with cleaners and relevant teams, and flag recurring issues to leadership for process improvement.
- Manage calendars to avoid double bookings and maximize occupancy.
- Support light administrative and marketing tasks, attend weekly Operations meetings and 1:1s, and take on additional tasks that support company growth.

What We're Tracking

- Average guest response time consistently within target
- High guest satisfaction scores and positive reviews
- Reduction in escalated guest issues and repeat complaints
- Accurate,



up-to-date logs with minimal errors
- Strong OTA account health — no preventable penalties or violations

Who You Are

- Fluent, professional English (written and spoken). You'll communicate directly with guests.
- Calm, professional, and guest-first under pressure.
- Highly organized and detail-oriented.
- Comfortable working in fast-paced, high-volume environments.
- A strong written and verbal communicator.
- Accountable, reliable, and process-driven — you follow SOPs and keep documentation tight.
- Available to align with US time-zone coverage.
- Self-directed and dependable in a remote setup — reliable computer, stable high-speed internet, and a quiet workspace.

Nice to Have

- Experience in vacation rental, short-term rental, hospitality, or guest services.
- Familiarity with Guesty or a similar PMS.
- Experience with OTA platforms (Airbnb, Booking.com, Vrbo) and their policies.
- Familiarity with Notion or similar documentation tools.
- A background in customer service, de-escalation, or high-volume support.

What We Offer

- Fully remote work from anywhere in Latin America.
- Holiday pay — double pay on holidays shared between Latin America and the US (e.g., Christmas, New Year's).
- Insurance reimbursement — up to $50/month toward personal insurance.
- Internet support — up to 50% of your internet costs covered with proof of stable, high-speed access.
- Gym membership — up to $50/month reimbursed.
- Paid vacation — 1 day earned per month (11 days per year).
- Paid sick leave — 6 days per year with proper documentation.
- Compensation reviewed after a six-month introductory period, and biannually thereafter.

Compensation

USD $1,000 / month to start. Reviewed after the six-month introductory period, and biannually thereafter.

Reports To:

Guest Experience Manager, Blue Gems Management

📌 Guest Experience Agent (Medellín)
🏢 Stayd Collective
📍 Medellín