Guest Experience Team Member (Luxury Vacation Rentals) - Remote - Full Time - $17-$20 per hour

Overview At Horseshoe Bay Living, we manage a portfolio of luxury vacation homes throughout the Texas Hill Country and lake area. Our focus is delivering a high-end guest experience while maintaining 5-star standards across every stay. We are looking for a highly organized, fast-paced, guest-focused team member to join our Guest Experience Team (GET). This is not a standard customer service role. Our GET team operates more like a luxury hotel concierge combined with operations coordination. The right person must be able to think critically, multitask, solve problems quickly, communicate professionally, and stay calm under pressure. Provide outstanding guest support via phone, email, and chat, addressing inquiries and resolving issues promptly and professionally Manage multi-line phone systems with excellent phone etiquette to assist guests efficiently Coordinate reservations, check-ins, check-outs, and guest requests with precision and care Maintain detailed records of guest interactions, preferences, and special requests to personalize service Collaborate with housekeeping and maintenance teams to ensure accommodations meet high standards of cleanliness and comfort Uphold hospitality standards by demonstrating professionalism in all guest interactions and ensuring a welcoming atmosphere Assist with refunds, escalations, and service recovery when needed Use systems like Breezeway, Guesty, and Google Workspace Support concierge-style guest interactions and proactive hospitality Experience Proven experience in hospitality management or hotel management roles, preferably within luxury vacation rentals or resorts Strong customer service background with excellent communication skills in multiple languages; bilingual abilities are highly valued Familiarity with front desk operations, night audit procedures, and guest relations practices Knowledge of multi-line phone systems and resort or hotel management software is advantageous Ability to handle high-pressure situations with patience, tact, and professionalism Previous experience working remotely is a plus but not required; strong self-motivation is essential Demonstrated understanding of hospitality industry standards including phone etiquette, guest services, and hotel operations Tech-savvy and able to learn new systems quickly Hospitality, hotel, Airbnb, property management, or operations experience preferred Schedule Full-time Weekend availability required Some evening shifts required Holiday availability may be needed during peak seasons Why Join Us? Fast-growing luxury hospitality company Team-oriented culture Leadership growth opportunities Every day is different Work directly with luxury homes and high-end guests Opportunity to help shape systems and operations To apply, please send your resume and a short description of why you'd be a good fit for this role.

Pay:

$17.00 - $20.00 per hour

Benefits:

Paid time off

Work Location:

Remote