Guest Experience Specialist, Third Coast Elevated Stays

Third Coast Elevated Stays is a locally rooted, family-owned property management company serving the Texas coast markets of Galveston, Corpus Christi, Rockport, Port Aransas, and South Padre Island. We are focused on providing elevated stays for our guests and elevated stewardship for our homeowners. Our goal is to grow in a way that celebrates what makes the Texas coast special - its people, coastal culture, beach communities, and local character - while delivering elevated experiences for guests and thoughtful, reliable stewardship for homeowners.

Tech stack (daily tools): Guesty (PMS + guest inbox), Breezeway (tasks/workorders + cleaning), RingCentral (calls/SMS).

Our Elevated Promises
Everything we do is guided by our Elevated Promises. They are our operating standard and the way we earn five-star stays and trusted, long-term homeowner partnerships.

1. Elevated Guest Engagement: Proactive, elevated hospitality from booking to five-star review.
We believe vacations are special—something people save for, plan for, and look forward to. Our job is to make every stay feel seamless and memorable. We anticipate needs, communicate early, check in during the stay, and resolve issues quickly with warmth and care. Our guest journey is intentionally crafted to deliver the kind of responsiveness, thoughtfulness, and attention to detail that turns great trips into truly elevated experiences.

2. Elevated Home Stewardship: We care for every home as if it were our own.
As homeowners in these markets, we know what true home stewardship looks like. We operate with a proactive mindset of quality, consistency, and pride. Weekly home checks, rigorous cleaning standards, quality control, seasonal readiness, and preventive maintenance are all part of how we ensure every property is clean, protected, and presentation ready, for guests and for you. We treat every home with the same respect and diligence we expect for our own.

3. Elevated Homeowner Partnerships: We treat each home like our own investment.
Every homeowner has different goals – maximizing revenue, balancing personal use, focusing on long-term appreciation, or simply enjoying peace of mind. Our role is to be a true partner in those goals, not simply a property manager. As owners and operators in this region ourselves, our guidance comes from real-world results, not theory. Through regular business reviews, thoughtful design and amenity recommendations, revenue and pricing insights, and brand-building support, we help each property reach its highest potential.

Our Guest Experience team is one of the biggest ways we deliver these promises. This is hospitality work. You are a core part of our team, not an outsourced call-center function.?

Job Description: Guest Experience Specialist - Texas Coast
As a Guest Experience Specialist, you own guest communication and coordination. You are the voice of Third Coast, a core part of our team, and a key driver of five-star stays. You will manage guest messaging and calls, coordinate workorders and cleaning schedules with our local teams and vendors, and bring elevated hospitality and experiences to every stay.

You will own:
• Proactive outreach and warm guest engagement that drives five-star stays
• Guest messaging and phone communication
• Workorder coordination and task follow-through
• Cleaning scheduling and day-to-day coordination with our local team and vendors

Working Hours
We provide live coverage from 7:00am to 11:00pm Central Time (CDT). You will be assigned a consistent shift. On-call after-hour coverage (11:00pm-7:00am CDT) is handled by a separate rotation.

Central Daylight Time (CDT) ? Philippines Time (PHT):
• 7am–3pm CDT ? 8pm–4am PHT
• 11am–7pm CDT ? 12am–8am PHT
• 3pm–11pm CDT ? 4am–12pm PHT
• 11pm–7am CDT ? 12pm–8pm PHT

Compensation and Incentives
• Base pay: $800 USD per month (full-time, based on experience)
• 13th month pay: offered in December (prorated for partial years)
• Monthly 5-Star Bonus: $50 if the monthly average rating is 4.85+ and the review rate is 60%+.
• PTO: Accrues at 1 paid days per month (usable after 90 days; no annual rollover)

Location
These roles are fully remote within the Philippines.

Role and Responsibilities

Elevated Guest Engagement (Guesty + text/email)
• Answer guest messages (text, email, OTA inbox via Guesty) with warmth, clarity, and genuine care
• Proactively share helpful guidance (arrival, access, weather/roads, home-specific tips) and check in during the stay
• Keep conversations organized and ensure no guest is left waiting or confused
• Ensure every guest experience feels special and elevated

Welcome outreach (required for every reservation)
• Place a welcome phone call to every guest prior to arrival day and send a personalized welcome text
• Confirm access and comfort, offer help, and document any concerns quickly
• Identify opportunities to make the guest’s stay an elevated and memorable experience

Phone support (RingCentral)
• Answer calls quickly and calmly and return missed calls promptly
• Troubleshoot common issues (access, Wi-Fi, amenities, heating/hot tub basics) and escalate when needed

Workorders and coordination (Breezeway)
• Create workorders fast when issues arise and confirm vendor/team acknowledgment
• Track progress, follow up, and close the loop with guests and the local team
• Keep notes and task status clean so handoffs are seamless

Cleaning scheduling and turnovers (Breezeway)
• Coordinate turn cleaning schedules and special requests
• Ensure all turns are scheduled a minimum of one week prior to booking and confirm scheduled cleaner by 6:00pm CDT the night prior to a scheduled cleaning and communicate key notes to cleaners

Documentation and handoffs
• Maintain accurate property notes and updates
• Close out open items before shift end and hand off active issues with clear context

Monthly SLA Standards (required for bonus eligibility)
• Guest messages answered within 15 minutes during your shift (text, email, Guesty inbox)
• Phone calls answered within 30 seconds during your shift
• No open guest messages left at shift end; clean handoffs with clear notes
• Workorders created promptly and vendor/team acknowledgment confirmed quickly

Property Listing Management & OTA Updates
• Maintain accurate, up-to-date listings across Guesty, Airbnb, Vrbo, and other OTAs.
• Update photos, amenities, room configurations, access notes, and seasonal details as needed.
• Ensure descriptions reflect the true guest experience with clear, warm, and helpful language.
• Flag inconsistencies, outdated information, or missing details to the Manager for correction.
• Support seasonal updates (spring break, summer beach season, hurricane season, local events, and holiday periods) to elevate guest expectations and reduce pre-arrival questions.
• Ensure every listing reflects our Elevated Promises — clarity, care, and a welcoming tone.

Local expertise
• Become an expert on Galveston, Corpus Christi, Rockport, Port Aransas, and South Padre Island, including seasonal rhythms, beach conditions, weather impacts, and local norms.
• Learn the best restaurants, cafes, shops, beach activities, family experiences, fishing and boating options, and local attractions in each market so you can offer personalized, concierge-level recommendations that elevate each stay.
• Know our homes in detail: complete Matterport and photo walkthroughs; learn layouts, bedding, amenities, quirks, parking, access instructions, and any “good to know” details for guests.
• Stay current on local events and updates by checking event calendars, tourism sites, and community pages (including relevant local Facebook groups).
• Use your local and property knowledge proactively to help guests plan better stays, avoid common issues, and feel confidently looked after from booking to checkout.

What we look for
• Excellent written and spoken English and a warm, helpful tone
• Hospitality mindset (you enjoy caring for people, not just closing tickets)
• Strong ownership and follow-through, especially on weekends and busy days
• Detail-oriented and eager to learn homes, markets, and local context
• Comfortable learning and working inside Guesty, Breezeway, and RingCentral
• Reliable internet and a quiet, professional work environment

How to apply

Please submit the following:
• Resume/CV
• 2-minute voice recording introducing yourself and your experience (English)
• Speedtest.net result (screenshot)

Short written samples: How would you respond to the following guest messages?
• “The hot tub isn’t heating. Can you help?”
• “Can we request a late checkout tomorrow?”
• “We’re staying in Port Aransas — any recommendations for a great breakfast spot for our family?”

Short written samples: These three guests message you at the same time. In what order would you respond and why?
• “We can’t get into the home, the code isn’t working.”
• “The Wi-Fi is slow and we need it for work.”
• “Can we check out one hour later?”

Suggested email subject line: "Texas Coast Guest Experience VA - [Your Name]"