Guest Experience Specialist (Remote)

Guest Experience Specialist (Remote)

Are you a high-achiever seeking a fast-paced challenge in the hospitality arena? Does the idea of joining a rapidly scaling startup, where your impact will be seen and felt daily, excite you? If yes, you might be the perfect fit for Boulevard Stays.

Who We Are
At Boulevard Stays, our mission is to offer short-term rentals with the consistency and quality of a hotel—every time, for every guest. We’re on a trajectory to double our units under management and team within the next 12 months, unlocking new management opportunities and rapid career growth for our top performers. We believe our success is fueled by three core values:

Better Together – We deliver more as a team than any individual could alone.
Never Enough – There’s always room for improvement—no matter your role or tenure.
Mean It – Say what you mean and do what you say, with honesty and integrity.
Why This Role Matters

As our Remote Guest Service Associate, you’ll be the front line of our expanding short-term rental operation. Your job is to ensure guests feel supported and cared for at every step—whether they’re booking a stay, needing help at 3 AM, or asking for local recommendations. Expect variety, speed, and the occasional tough conversation. After all, not every guest interaction is glamorous—but your drive to excel will turn challenges into opportunities to shine.

If you thrive under pressure and want a role where your work directly shapes both guest experience and company growth, keep reading.

What You’ll Do
Guest Engagement & Issue Resolution
- Answer inquiries across multiple channels (phone, SMS, email, chat) with speed and empathy.
- Troubleshoot guest concerns—everything from Wi-Fi connectivity to AC malfunctions—leveraging our preferred tools (Guesty, - Slack, WhatsApp, DialPad, Asana, Google Sheets) and your own creativity.
- Handle escalations for upset guests, de-escalating tense situations with confidence and sincerity.
- Manage reservations on various booking platforms, process modifications or relocations, and file insurance claims for damages when necessary.

Cross-Functional Coordination
- Collaborate with cleaning services, maintenance contractors, and property managers to keep every stay running smoothly.
- Communicate effectively with your internal team on Slack to solve guest issues that need a joint effort.
- Take on additional administrative or data-entry tasks as they arise—our startup environment means you’ll wear multiple hats.
Process & Quality Control
- Document all guest interactions and resolutions meticulously in our task management software (Asana) to ensure clear handoffs.
- Identify recurring guest issues and propose improvements to enhance the overall stay experience.
- Maintain thorough knowledge of each property so you can proactively tackle issues and confidently advise guests.

Expected Results (What Winning Looks Like)

Delighted Guests
- Customer Satisfaction Score of 90% or Higher – You consistently receive top ratings and reviews.