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Complete the official application on stayd.co: www.stayd.co/careers/beachside/guest-experience-lead
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Guest Experience Lead
Beachside VR
About the brand
Beachside VR manages vacation homes on Florida's Space Coast — Cocoa Beach, Cape Canaveral and the barrier island south of the port. Rocket launches light up the sky from our guests' balconies. It is a high-turnover, high-season market where the difference between a five-star review and a one-star review is usually something small that somebody noticed in time.
The role
You are the voice a guest hears when something has gone right and, more importantly, when something has gone wrong. Most of the day is messages and calls: pre-arrival questions, door codes that will not work, a hot tub that is cold, a late checkout request, a booking that needs moving.
Some of it is proactive — spotting that a guest arriving at 11pm has not confirmed they know where the key is, and getting ahead of it. The job is judgement under time pressure, in writing, in English, all day.
Unreasonable hospitality
We hold ourselves to what Will Guidara calls unreasonable hospitality: doing the thing nobody asked for, that nobody would have missed, and that they will tell someone about. A guest mentions in a message that it is their daughter's birthday, and there is something waiting on the counter when they walk in. An owner asks a question on a Sunday and gets a real answer, from a person, before Monday. We do not measure this in a survey. We measure it in whether the person on the other end felt looked after by someone who was paying attention. Everyone here is expected to notice things, and everyone here is trusted to act on what they notice without asking permission first.
Where you sit
You sit in Guest Experience and report into the operations l