Guest Experience Team Member (Luxury Vacation Rentals) - Remote - Full Time - $17-$20 per hour

Overview

At Horseshoe Bay Living, we manage a portfolio of luxury vacation homes throughout the Texas Hill Country and lake area. Our focus is delivering a high-end guest experience while maintaining 5-star standards across every stay.

We are looking for a highly organized, fast-paced, guest-focused team member to join our Guest Experience Team (GET).

This is not a standard customer service role. Our GET team operates more like a luxury hotel concierge combined with operations coordination. The right person must be able to think critically, multitask, solve problems quickly, communicate professionally, and stay calm under pressure.

• Provide outstanding guest support via phone, email, and chat, addressing inquiries and resolving issues promptly and professionally
• Manage multi-line phone systems with excellent phone etiquette to assist guests efficiently
• Coordinate reservations, check-ins, check-outs, and guest requests with precision and care
• Maintain detailed records of guest interactions, preferences, and special requests to personalize service
• Collaborate with housekeeping and maintenance teams to ensure accommodations meet high standards of cleanliness and comfort
• Uphold hospitality standards by demonstrating professionalism in all guest interactions and ensuring a welcoming atmosphere
• Assist with refunds, escalations, and service recovery when needed
• Use systems like Breezeway, Guesty, and Google Workspace
• Support concierge-style guest interactions and proactive hospitality

Experience

• Proven experience in hospitality management or hotel management roles, preferably within luxury vacation rentals or resorts
• Strong customer service background with excellent communication skills in multiple languages; bilingual abilities are highly valued
• Familiarity with front desk operations, night audit procedures, and guest relations practices
• Knowledge of multi-line phone systems and resort or hotel management software is advantageous
• Ability to handle high-pressure situations with patience, tact, and professionalism
• Previous experience working remotely is a plus but not required; strong self-motivation is essential
• Demonstrated understanding of hospitality industry standards including phone etiquette, guest services, and hotel operations
• Tech-savvy and able to learn new systems quickly
• Hospitality, hotel, Airbnb, property management, or operations experience preferred

Schedule

• Full-time
• Weekend availability required
• Some evening shifts required
• Holiday availability may be needed during peak seasons

Why Join Us?

• Fast-growing luxury hospitality company
• Team-oriented culture
• Leadership growth opportunities
• Every day is different
• Work directly with luxury homes and high-end guests
• Opportunity to help shape systems and operations

To apply, please send your resume and a short description of why you’d be a good fit for this role.

Pay: $17.00 - $20.00 per hour

Benefits:

• Paid time off

Work Location: Remote