Remote Guest Experience Manager

HireLATAM

1 week ago

Workplace: Remote
Type: Full-time
Seniority: Manager
Experience: 5+ years
Source: RecruiterFlow

Description

HireLatam is a premier recruitment agency that places top Latin American talent in independent contractor roles in US companies. With a proven track record and a commitment to excellence, we're your trusted partner in the pursuit of career success. Our extensive network, personalized approach, and supportive guidance ensure that you're in the best hands to find your next job opportunity.

Job Title: Remote Guest Experience Manager (100% Work From Home)

Location: Remote from Latin America

Position Type: Full Time

Salary: $3,000 USD/Monthly.

Schedule: 5 days per week, full-time hours aligned with U.S. Pacific Time business hours with schedule flexibility during high season and peak hospitality windows

Position Overview

Our Client is a premier California-based boutique hospitality brand managing an exclusive, curated portfolio of luxury homes and architectural design stays across iconic desert destinations. Built around process-driven service excellence, thoughtful design, and clear guest communications, they deliver high-touch experiences for discerning travelers and property owners alike. Driven by business expansion and an unwavering commitment to quality, they are hiring an operational hospitality leader to direct their guest communications and reservations pipeline.

The Role

Our Client is seeking a hands-on, high-accountability Guest Experience & Reservations Manager to lead their reservations team and own the end-to-end guest journey. Far from a passive administrative supervisor, this professional will actively operate on the front lines—handling guest inquiries, jumping into shifts during peak reservation windows, coaching team members in real time, and maintaining strict conversion standards. Reporting during U.S. Pacific business hours, this role requires a candidate with deep luxury hospitality experience who thrives on driving performance metrics while maintaining personalized, high-touch guest relations.

Key Responsibilities

Team Leadership, Coaching & Performance Management

Recruits, trains, and manages a high-performing team of guest experience and reservation specialists.
Establishes clear performance standards, holding the team accountable to rapid response times, high conversion rates, and polished guest communication.
Delivers real-time feedback, call reviews, and messaging critiques to elevate the team's consultative selling skills.
Steps into live shifts during peak periods, staffing gaps, or high-volume windows to handle guest inquiries, phone bookings, and complex guest requests by example.

Reservations Pipeline, Revenue & CRM Management

Oversees the complete reservations pipeline—from initial inquiry and follow-up cadence to booking confirmation and post-stay outreach.
Tracks and optimizes core operational KPIs, including inquiry-to-booking conversion rates, response times, average booking value, and guest review scores.
Balances luxury guest experience standards with revenue optimization strategies in day-to-day booking decisions.
Maintains strict CRM data integrity, tracking lead statuses, communication logs, referral sources, and guest preferences.

Operational Process Refinement

Develops, documents, and refines Standard Operating Procedures (SOPs) across email, SMS, and phone channels to ensure consistent service standards.
Identifies friction points along the guest journey and implements structural solutions to reduce booking cancellations and refund requests.
Collaborates with executive leadership to align guest experience workflows with demand generation and market expansion strategies.

Qualifications, Skills, and Key Competencies

Required Qualifications

Hospitality Background: 5+ years of experience in hospitality, guest relations, or reservations management (vacation rentals, boutique hotels, or luxury hospitality sectors strongly preferred).
Team Leadership Experience: 3+ years of direct experience managing, coaching, and developing guest service or reservations teams.
Hands-On Leadership Style: Willingness to lead from the front, taking guest calls, answering inquiries, and working shifts alongside the team.
Data & CRM Mastery: Strong proficiency in CRM software, property management systems (PMS), and reservations pipeline management metrics.
Fluency in English: Native or full C2 professional English fluency (written and spoken) capable of delivering luxury-grade guest interactions.
Schedule Alignment: Availability to work 5 days per week aligned with U.S. Pacific Time, with full flexibility to support operational demands during high-season windows.
Remote Infrastructure: Quiet home office, personal computer, professional headset, and high-speed, stable internet connection.

Preferred Qualifications

Prior experience in high-end vacation rental management or boutique luxury resort operations.
Familiarity with multi-channel guest messaging platforms (SMS, OTA messaging platforms, phone, and email automation tools).

Benefits

Competitive USD Compensation: $3,000 USD monthly salary paid directly in USD.
High-Impact Leadership: Direct influence over the end-to-end guest experience for a growing boutique US luxury hospitality brand.
Hands-On Dynamic Environment: High autonomy with direct executive collaboration and process ownership.
100% Remote Infrastructure: Dedicated full-time engagement executed remotely from Latin America.

Application Disclaimer: Please Read Before Proceeding

To ensure a fair and efficient hiring process, all applications must meet the mandatory requirements listed in the job description.

Voice/Video Recording is REQUIRED
Your application CANNOT be considered without a voice or video recording. It must be at least 30 seconds long and in English. Submissions in any other language or missing a recording will be automatically disqualified.

Mandatory Knockout Questions
Each application includes knockout questions designed to verify minimum qualifications required by the client. If you answer "NO" to any of these, you will be immediately disqualified from the hiring process for not having the experience requested for the role. Please note that the citizenship question is also a knockout if you answer "YES" as we are only able to hire Latin American talent based in Latin America.

Apply Wisely
To maintain fairness, please apply to no more than three jobs and only if you fully meet the listed qualifications. Applying to roles you don’t qualify for will not improve your chances and may affect future applications.

Check Your SPAM Folder
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We appreciate your interest and look forward to reviewing your application!