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Job Description
About the Role We're hiring a Guest Services Agent to help us deliver fast, high-quality guest support across a growing portfolio in the vacation rental industry. If you're the kind of person who stays calm under pressure, solves problems quickly, communicates clearly, and makes guests feel genuinely taken care of, you'll fit right in. This role is centered around guest messaging, phone support, reservation troubleshooting, and coordinating with our Maintenance and Quality Control teams when something needs hands-on support. We aim for 5-star guest experiences, and we do it with a team culture that's supportive, flexible, and built for growth. This is a remote / hybrid role. That said, we strongly prefer someone local to Fredericksburg or nearby so you can become familiar with the properties we manage, the area, and the guest experience on the ground.
What You'll Do Core Responsibilities:
Respond to guest messages quickly, clearly, and professionally Answer phone calls and handle urgent guest needs in real time Resolve reservation issues such as pet fees, date changes, payment questions, and guest requests Escalate issues to Maintenance and Quality Control with clear notes, photos when needed, and specific next steps Build, refine, and maintain saved replies and SOPs so we get faster and better every week Keep property information organized and easy to search so answers are always at your fingertips Follow up with guests after issues are reported to confirm everything has been fully resolved
Secondary Responsibilities:
Help schedule larger repairs and special projects that require a technician Assist with vendor coordination and build strong working relationships with technicians Monitor Maintenance and QC updates, escalate when needed, and help guide next steps Support the team in improving internal processes, communication, and guest experience standards
Coverage and Scheduling:
Our Guest Services coverage window is 8:00 AM to 11:00 PM, 7 days per week . This role is full-time, 5 days per week , and weekend availability is required. You will be working alongside two other Guest Services Agents to split coverage across the full 7-day schedule. On your scheduled days, the expectation is that you are available within the 8:00 AM to 11:00 PM coverage window to respond to guest messages and calls as they come in. This does not mean constant, nonstop work. Volume comes in waves, and there are slower stretches throughout the day. The role is remote / hybrid and flexible by nature. As long as you are responsive, keep communication moving, and maintain our 5-star service standards, you can structure your day around the flow of guest communication. Work can be done from a laptop or desktop and can also be managed from a mobile phone. We use mobile apps that allow you to respond to guests and stay on top of tasks while you're on the go when needed. There may also be occasional extra coverage needs and a light on-call rotation for after-hours emergency phone calls, which is very minimal.
Who You Are:
Strong written communicator with excellent attention to detail Calm under pressure and comfortable handling a high message volume Confident on the phone and able to de-escalate professionally Organized and proactive, with consistent documentation habits Strong judgment about what to solve directly versus when to escalate Service-minded and aligned with delivering 5-star guest experiences Comfortable working independently while staying closely connected with the team Flexible and willing to help where needed as the company continues to grow
Compensation, Benefits, and Growth Pay:
From $50,000 per year, based on experience
Bonus:
Eligible for a quarterly bonus
Benefits:
Eligible team members may receive benefits including health coverage options and paid time off
Retirement Plan:
Access to a company retirement plan for eligible team members
Growth:
Strong opportunity for growth as we scale
Benefits:
401(k) 401(k) matching Dental insurance Employee discount Flexible schedule Flexible spending account Health insurance Life insurance Paid time off Retirement plan Vision insurance Bach Bros Properties is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws. This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Bach Bros Properties makes hiring decisions based solely on qualifications, merit, and business needs at the time.
