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Guest Experience Manager - Remote - #34885

February 19, 2026

This a Full Remote job, the offer is available from: Philippines

This is a great opportunity for someone who wants to grow with a fast-growing hospitality company, gain hands-on experience, and make a real impact in a supportive and forward-thinking team environment.

Company Profile

Our client is a residential real estate leasing company and a locally rooted, family-owned vacation rental management firm serving Northern New Mexico, including Santa Fe, Taos, Angel Fire, and Red River. They manage more than 150 properties and were built out of a deep love for the region, with a focus on providing elevated stays for guests and exceptional stewardship for homeowners. They specialize in short-term rentals, vacation rental management, and property management.

Job Description

The Guest Experience team 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

Role and Responsibilities

Champion the Elevated Promises (Quality & Standards)
Lead by example in delivering warm, proactive, responsive guest communication.
Review message threads and calls to ensure tone, clarity, accuracy, and elevated hospitality.
Coach the team to uphold company standards in every interaction.
Support the team in meeting SLAs and monthly quality goals tied to our 5-Star Bonus Pool.
Demonstrate calm, empathetic communication during escalations and model elevated hospitality under pressure.

Team Leadership & Coaching

Provide daily support and real-time guidance to Guest Experience Agents.
Run weekly 1:1s focused on tone, communication, efficiency, and problem-solving.
Provide shadowing, feedback, and continuous coaching.
Help build a positive, supportive team culture rooted in hospitality, care, and growth.
Oversee shift scheduling and ensure full coverage across peak periods (including weekends).

Guest Experience & Operations

Monitor queues, ticket volume, and coverage to ensure fast and warm responses.
Solve escalated issues with confidence, empathy, and well-considered judgment.
Ensure smooth handoffs and detailed documentation for local field teams.
Own quality control across guest communication, workorder clarity, and task follow-through.
Support the team in delivering concierge-level stays across all markets.

Property Listing Management & OTA Updates

Oversee and quality-check all property listings in Guesty and across all OTAs (Airbnb, Vrbo, Booking.com, etc.).
Ensure every listing is accurate, consistent, and reflects our elevated hospitality standards.
Lead seasonal updates: amenities, photos, descriptions, policies, access notes, and market-specific highlights.
Audit listings regularly for clarity, tone, accuracy, and brand alignment.
Work with Agents to correct gaps, improve listing quality, and add new information from inspections, field reports, or homeowner updates.
Partner with leadership to optimize listing content for search visibility, guest clarity, and better pre-arrival communication.
Ensure every property description enhances the guest journey, reduces friction, and helps set the expectation for a five-star stay

Requirements

Minimum of 3 to 5 years of experience in Guest Experience Management

Experience overseeing a team of at least 5 to 10 people.
Hospitality, short-term rental, or property management experience (hotel, vacation rental, Airbnb/Vrbo operations, etc.)
Experience managing guest journeys end-to-end, not just call handling performance
Strong escalation management and problem solving in real-world hospitality scenarios
Operational ownership across messaging, work orders, cleaning coordination, and field team handoffs
Guesty PMS - specific experience is preferred but not required.
Familiarity with any OTA listing management, and hospitality operations tools
Coaching teams to deliver warm, concierge-level service, not just SLA compliance
Comfort operating in a fast-moving environment where judgment and ownership matter more than scripts and scorecards
Experience working in an environment where the VA team works hand in hand with a local operations team.
·Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
Strong problem-solving skills.
Attention to detail.
A friendly and approachable demeanor.

Local Knowledge & Expertise

Own the knowledge base for all New Mexico homes and markets: Santa Fe, Taos, Angel Fire, and Red River.
Maintain deep understanding of seasonal rhythms, weather and road impacts, and guest expectations unique to each area.
Stay up to date on restaurants, local events, activities, and experiences to ensure the team can provide personalized, concierge-level recommendations.
Ensure the Guest Experience team knows home layouts, amenities, quirks, access instructions, and “good to know” details through Matterport walkthroughs and photo reviews.

Tools, Systems, and Processes

Coach the team on efficient, accurate, consistent use of all tools.
Identify workflow gaps and propose improvements that strengthen the guest journey and team performance.
Provide weekly reporting on SLAs, trends, and opportunities
Identify recurring issues and implement practical improvements to reduce friction and improve reviews

Manager Success Measures

The guest journey feels warm, seamless, and elevated.
Message response times and phone SLAs are consistently met (messages within 15 minutes; calls within 30 seconds).
The team feels supported, confident, and connected.
Escalations are handled calmly and resolved with care.
Workorders and tasks are clear, complete, and closed-loop. No missed workorders.
Monthly average rating stays above 4.85+ with review rate above 80%+.
The team embodies elevated hospitality every day.
A team culture that feels like hospitality, not a help desk.
Comfortable leading day-to-day operations inside Guesty, Breezeway, and RingCentral.

Job Type: Permanent

Employment Type: Full-time

Schedule: Monday to Friday, 7:00 AM to 11:00 PM Mountain Time (MDT) – 9:00 PM to 1:00 PM Philippines Time (PHT)

Location: Work From Home

Industry: Real Estate

This offer from "Manila Recruitment" has been enriched by Jobgether.com and got a 72% flex score.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...