Guest Experience & Reservations Manager

Employment Type: Full-time, Independent Contractor

Work Model: Remote (United States)

Work Hours: US Eastern Standard Time (EST) alignment

Role Overview

We are seeking a hands-on, highly engaging Guest Experience & Reservations Manager to lead from the front, overseeing the full reservations pipeline and guest journey across our curated collection of luxury boutique properties.

This is not a "manage from above" seat—you will actively work alongside your team to set the bar for exceptional service. You will take inquiries, step into coverage during peak windows, coach in real time, and drive conversion metrics while ensuring every guest feels genuinely cared for rather than transactional.

Vacation rental management is a must.

Key Responsibilities

1. Guest Experience & Reservations Leadership

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End-to-End Guest Journey: Own the complete guest lifecycle from initial inquiry through post-stay follow-up, identifying operational gaps and implementing continuous service improvements.

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Team Development & Accountability: Hire, onboard,



train, and coach a high-performing reservations team—setting clear expectations, providing real-time feedback, and fostering a culture of urgency, ownership, and detail.

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Hands-On Coverage: Step into active shifts during peak demand periods, staffing gaps, or complex calls, leading by example in tone, responsiveness, and resolution quality.

2. Performance & Conversion Optimization

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Pipeline Management: Oversee the entire reservations pipeline (inquiries, follow-ups, conversions, and finalized bookings), ensuring strict adherence to response-time standards.

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KPI Execution: Track and optimize core performance metrics, including lead-to-booking conversion rates, response times, average booking value, and guest satisfaction (CSAT) scores.

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Revenue Collaboration: Partner with executive leadership to align guest conversion tactics with broader demand generation and revenue management strat

📌 Guest Experience (Bogotá)
🏢 Somewhere
📍 Bogotá