About Miami Vacation Rentals Miami Vacation Rentals (MVR) is a leading hospitality and property management company offering high-quality vacation rental accommodations in the heart of Miami. We’re passionate about delivering exceptional guest experiences that combine the comfort of home with the standards of a luxury hotel.

Our international team is driven by values of trust, service, excellence, teamwork, care for our people, and resourcefulness. As we continue to grow, we’re looking for dedicated, service-minded professionals who share our commitment to hospitality and attention to detail.

Position Overview As a Guest Experience Representative, you are the primary point of contact for our guests ensuring each stay is smooth, memorable, and exceeds expectations. You will manage guest communications across major Online Travel Agencies (OTAs) such as Airbnb, Booking.com, Expedia, and VRBO, using these platforms daily to handle inquiries, reservation changes, guest messaging, and issue resolution before, during, and after stays.

This is a full-time remote position based in Bogotá, collaborating daily with our Miami-based Guest Experience, Reservations, and Operations teams.

Key Responsibilities

- Respond promptly and courteously to guest inquiries via OTA messaging (Airbnb/Booking/Expedia/VRBO), email, phone, and chat.
- Manage and support guests throughout the full OTA lifecycle: booking questions, modifications, check-in instructions, stay support, and check-out.
- Resolve guest concerns efficiently while maintaining a focus on satisfaction, loyalty, and 5-star reviews.
- Handle common OTA scenarios: cancellations, date changes, payment questions, policy explanations, resolution center/case workflows,



and escalation rules (when applicable).
- Collaborate with Site Managers and Operations teams to ensure seamless arrivals and departures; communicate clearly and document properly.
- Maintain expert knowledge of MVR properties, amenities, rules, and guest policies to ensure consistent and accurate communication.
- Support the Reservations and Reviews teams with follow-ups, updates, and post-stay messaging when needed.
- Identify opportunities to improve workflows, templates, and communication quality in OTA channels.
- Execute operational workflows (Guesty + internal tools) to ensure a seamless guest experience.

- Qualifications & Requirements

Mandatory:

- 2+ years of experience working directly in Customer Service.
- 1+ years of experience working directly with OTAs (Airbnb, Booking.com, Expedia, VRBO or similar), including guest messaging and reservation support (Preferred).
- Bilingual English/Spanish – excellent written and spoken communication in both languages.

- Preferred / Strong Plus:

- Experience supporting vacation rentals / hospitality operations (short-term rentals strongly preferred).
- Familiarity with common OTA processes: policy handling, cancellations, modifications, guest verification, disputes/claims, and service recovery workflows.
- Experience using a PMS such as Guesty (or similar).

- Skills:





- Strong problem-solving skills and calm judgment under pressure.
- Highly organized, detail-oriented, and self-motivated in a remote environment.
- Tech-savvy and comfortable with multiple systems, tabs, and written communication standards.
- Positive attitude, adaptability, and genuine passion for hospitality and guest satisfaction.

- 90-Day Outcomes

- Fully trained in Guesty + MVR workflows; executing guest workflows independently.
- Responds across all channels including OTA platforms within SLA and maintains high-quality communication.
- Knows key details of main MVR properties.
- Resolves at least 80% of guest issues without escalation.
- Achieves a guest satisfaction score of 4.8+.
- Fully integrated into MVR culture, communication standards, and teamwork.

- 1-Year Outcomes

- Recognized as a top-performing Guest Experience Representative with consistent SLA, CSAT, and resolution metrics.
- Maintains 4.8–5.0 guest satisfaction.
- Operates with full autonomy across all properties and workflows.
- Serves as a go-to person for complex or VIP guest cases.
- Contributes at least three meaningful improvements to workflows, templates, or communication standards.
- Demonstrates strong alignment with MVR values and is a positive cultural force within the team.

- What We Offer

- Competitive Compensation of USD $1,000-1,250/month + performance bonus.
- Fully remote role based in Bogotá, Colombia.
- Opportunity for career growth within a rapidly expanding hospitality company.
- A collaborative and supportive international work environment.
- Exposure to both hospitality and real estate industries.

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📌 Guest Experience Representative (Bogotá)
🏢 Miami Vacation Rentals
📍 Bogotá