Description
COMPANY OVERVIEW:
At Curated Vacation Properties (CVP), we do more than manage short-term rentals—we build trust, transparency, and long-term success for our clients. Our high-touch, boutique approach caters to seasoned investors who rely on us to maximize their return on investment while delivering five-star guest experiences.
Who are we?
At CVP, our values—Trust, Transparency, Communication, and Unparalleled Service—guide everything we do. We believe trust is the foundation of every relationship, whether it’s with our property owners or guests, and we take that responsibility seriously. Owners trust us with their investments, and guests trust us with their vacations. We honor both by constantly improving, refining, and delivering exceptional service.
Today CVP is strategically positioned to provide unparalleled owner experiences and foster long-term success for the partners who trust us.
POSITION SUMMARY:
If you’re a detail-oriented person with a positive attitude who is always a few steps ahead, this role is for you.
As our Virtual Guest Services Rep, each day will bring different tasks depending on the needs of the business. With the changing demands of our guests, no two days will be exactly alike. You’ll proactively communicate with guests before check-in and after check-out to enhance their experience and troubleshoot common guest issues such as check-in problems, WiFi access, and amenity questions, escalating when necessary. You will also be responsible for tracking and escalating maintenance requests as needed.
Your role will involve promptly responding to guest inquiries, managing reservations, and coordinating with our on-site staff to ensure a seamless and memorable experience for every guest. With your strong communication skills, problem-solving abilities, and guest-first mindset, you will play a crucial role in maintaining our high standards of service and contributing to our 5-star ratings.
This role is perfect for you if you can communicate well in English and easily manage guest services, administrative and operational tasks. We are looking for someone with an exceptional work ethic, excellent problem-solving skills, and the ability to take initiative.
RESPONSIBILITIES:
- Respond promptly and professionally to guest inquiries via chat, email, and phone, ensuring fast response times to maintain high guest satisfaction.
- Monitor and manage reservations, modifications, and cancellations while assisting guests with payment issues, security deposit holds, and refund requests.
- Confirm special guest requests and communicate them to the appropriate team members.
- Liaise with on-site staff, including concierge, maintenance, and housekeeping teams, to address guest needs efficiently.
- Curate personalized guest experiences by providing tailored recommendations for dining, attractions, and activities.
- Manage guest reviews and respond to feedback to maintain 5-star ratings.
- Identify trends in guest concerns and recommend operational improvements to enhance overall service.
- Drive sales, proactively source sales opportunities through inbound lead follow up.
QUALIFICATIONS:
- 2 years minimum experience in hospitality, short-term rentals, or customer service required (Airbnb, VRBO, or hotel experience preferred).
- Sales experience (preferable)
- Excellent written and verbal English communication skills.
- Ability to multi-task and prioritize guest requests in a fast-paced environment with the ability to handle difficult situations with professionalism and find effective solutions quickly.
- Strong problem-solving abilities with a guest-first mindset always willing to go the extra mile to ensure guest satisfaction.
- A team player who thrives in a collaborative and dynamic environment.
- Experience using property management systems (Guesty, Hostaway, or similar) is a plus.
- Proficiency in Slack, Google Workspace (Docs, Sheets, Gmail, Calendar) and customer messaging platforms.
- Reliable high-speed internet and a dedicated home workspace.
COMPENSATION & BENEFITS:
Hourly Rate: $7.00 - $8.50
Bonus
Up to 10% of annual pay, paid quarterly based on performance metrics
Schedule
Saturday/Sunday | 11am-7pm
Monday/Tuesday/Wednesday | 2pm-10pm
Thurs/Fri | Off
* Hours are subject to change for coverage with notice
* Must reside in Central America to apply.
- Preference will be given to candidates located in San Pedro Sula or Tegucigalpa, Honduras.