Guest Experience Specialist (Remote Host)

Guest Experience Specialist (Remote Host)
About Casa Oso
Casa Oso is a small collection of beautiful, well-hosted homes in the Sierra, near Yosemite — peaceful places in nature where genuine hosting, supported by thoughtful design, helps guests relax, connect, and enjoy time together.

The difference between renting a place and being a guest comes down to preparation, attention to detail, and care — every interaction shapes a stay that feels welcoming, easy, and thoughtfully prepared.

Every guest should feel genuinely cared for from the first message to checkout, and we're looking for a Guest Experience Specialist to be the voice behind it. This is a fully remote contractor role, with 8-hour shifts within our 8:00 AM–11:00 PM Pacific (California) coverage window.

You're proactive, reliable, and enjoy helping people — calm under pressure and quick to solve problems before they grow. You're thoughtful and detail-oriented, and you know small actions behind the scenes make a guest's stay feel effortless.

Key Responsibilities:
Help guests feel informed, supported, and cared for through messaging and voice communication.
Assist guests with reservations, cancellations, concierge requests, and other stay-related inquiries.
Coordinate with our local cleaners, handymen, and service providers so homes are ready and guest needs are handled promptly.
Resolve guest concerns and unexpected issues with empathy and sound judgment.
Keep internal communication clear so schedules, updates, and tasks stay organized and on track.
Solve problems and smooth the way to a seamless guest experience.
Notice the patterns behind recurring problems, flag them early, and suggest practical fixes that make stays smoother for everyone.
Uphold Casa Oso's standard of thoughtful hosting so guests feel welcomed and supported throughout their stay.

Qualifications:
Fluent English, written and spoken.
Strong logical thinking and problem-solving.
Customer service experience in hospitality or a related industry.
Strong attention to detail — able to spot patterns and act before issues reach guests.
Able to communicate with warmth, clarity, and professionalism across different situations.
Proficiency with Google Workspace (Gmail, Docs, Sheets, Calendar).
Experience with Airbnb, Vrbo, Booking.com, Hostaway, or similar platforms is a plus, but not required — we'll train you.
A knack for spotting what could go wrong and sharing simple fixes to keep every stay consistent and welcoming.
Calm, organized, and resourceful when a guest needs help.
Self-motivated and comfortable working independently.

Requirements:
Reliable computer.
Stable internet connection.

What We Offer:
Full training on our systems and processes.
Room to grow with a company that believes great stays come from preparation, detail, and genuine care.
A collaborative remote team that values initiative, accountability, and continuous improvement.

To Apply:
Please send your application to: ----------
Please use this exact subject line:
Guest Experience Specialist (Remote Host) — [Your Name]
Attention to detail matters here — applications that don't follow it may be overlooked.

Please include:
Your resume
Your expected hourly rate
Confirmation that you're available to work the shift hours listed above

A Quick Hosting Exercise:
Some of the most important parts of hosting happen through communication, so we'd love to see how you respond to guests.

Reply to the guest message below in your application email:

Guest Message:
"Hi there, we arrived about an hour ago and overall the house is lovely. We did notice a few things that weren't quite what we expected, including some crumbs under the dining table and a few dishes that didn't seem completely clean. We're not upset, but wanted to let you know."

There's no perfect answer — we just want to see how you communicate, solve problems, and help guests feel cared for when something's off.

What Happens Next:

Expected Start Date: Based on your availability — we're ready as soon as you are.
Our hiring process may include:
Application review
A short introductory video (we’ll request this once your application passes our first review)
Initial interview
Practical assessment or trial task
Final interview
If it feels like a good fit on both sides, we'll move quickly.