Guest Experience Specialist

About Our Client

This organization operates in the hospitality industry, focusing on guest experience management in remote lodging or property rental settings. It addresses challenges in providing timely, accurate guest support and ensuring smooth check-in and problem resolution processes. The company integrates AI-driven tools with human oversight to maintain service quality and handle escalations effectively.

About the Opportunity

The Guest Experience Specialist plays a critical role as the primary human point of contact for guest issues that require escalation beyond automated systems. This position ensures guests receive prompt, accurate assistance by managing AI agent performance, resolving complex guest concerns, and coordinating with multiple departments. The role contributes to maintaining high service standards and smooth operational flow through detailed case management and fiscal responsibility.

Responsibilities

• Train and configure AI and digital agents to ensure consistent service and adherence to standard operating procedures.
• Monitor AI agent interactions for accuracy and update knowledge bases as needed.
• Handle escalations that AI agents cannot resolve, taking full ownership through to resolution.
• Proactively identify and address potential guest issues before escalation.
• Collaborate with Dispatch, Maintenance, and Operations to resolve guest concerns promptly.
• Maintain detailed records of escalations and resolutions using communication and management platforms.
• Ensure guests check out properly and folios are closed on the day of departure.
• Manage guest charge disputes, damage claims, and service credits in coordination with management and accounting.
• Complete all administrative tasks accurately at shift close.
• Review prior shift notes and communications at shift start and confirm AI system functionality.
• Provide detailed shift handovers, flagging pending issues and next steps to on-duty supervisors.

Requirements

• High School Diploma or equivalent; associate's or bachelor's degree preferred.
• Two to three years of remote customer service or hospitality experience with escalation management.
• Proficiency in using and training AI-driven tools.
• Strong verbal and written communication skills.
• Familiarity or willingness to learn charge processing and dispute resolution.
• Experience with property management and guest communication platforms; Breezeway preferred.
• Ability to work variable hours including evenings, weekends, and holidays.