Job Description

The Customer Experience Representative plays a vital role in delivering a seamless and elevated experience for guests across our short-term rental portfolio. This position ensures all day-to-day guest interactions, cleaning coordination, and maintenance needs are handled with speed, accuracy, and hospitality. You are the frontline of our brand—ensuring every stay runs smoothly, issues are resolved quickly, and each guest feels supported from booking to checkout.

* _Respond promptly and professionally to guest inquiries, booking questions, and stay-related concerns across multiple platforms (Airbnb, VRBO, direct booking channels, etc.)._
* _Provide clear check-in/check-out instructions and ensure guests have everything they need for a smooth stay._
* _Troubleshoot issues such as access problems, appliance concerns, or amenity questions with calm, solution-focused communication._
* _Maintain a friendly, service-oriented tone that aligns with our brand and delivers a five-star guest experience._
* _Schedule and confirm cleanings after every checkout, ensuring calendars are accurate and cleaners have all required information._
* _Communicate unit-specific notes, special requests, and supply needs to cleaning teams._
* _Perform quality checks by reviewing cleaner reports, photos, and turnover documentation._
* _Troubleshoot cleaning delays or issues and ensure rapid resolutions._
* _Log, track, and coordinate all maintenance concerns submitted by guests or cleaners._
* _Communicate with maintenance vendors or property owners to resolve issues promptly._
* _Follow up on open maintenance tickets until completion and ensure proper documentation._
* _Identify recurring property issues and report them to leadership for long-term fixes._
* _Keep property calendars, notes, and internal systems updated and organized._
* _Escalate urgent issues to the Operations Manager when needed._
* _Collaborate with other team members to improve internal processes, guest satisfaction, and operational efficiency._
* _Prior experience in hospitality, customer service, property management, or STR operations preferred._
* _Strong written and verbal communication skills._
* _Detail-oriented with the ability to manage multiple tasks simultaneously._
* _Comfortable with fast-paced environments and problem-solving in real time._
* _Tech-savvy; familiar with Airbnb/VRBO platforms, PMS systems, messaging platforms, and ticketing tools._
* _Ability to remain calm and professional under pressure._
* _Consistent delivery of five-star guest experiences._
* _Zero missed cleanings or scheduling conflicts._
* _Fast, effective handling of maintenance issues._
* _Clear, proactive communication that prevents escalations._
* _Accurate and organized internal documentation._

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