Guest Experience Specialist — Luxury Vacation Rentals (Remote, ET Shifts) — 3 Openings

Guest Experience Specialist — Luxury Vacation Rentals (Remote, ET Shifts) — 3 Openings Company: LUXSTAYUSA Type: Independent contractor, long-term, full-time (5 shifts/week) Location: Fully remote — must work fixed Eastern Time shifts Rate: Competitive Openings: 3 About LUXSTAYUSA LUXSTAYUSA manages roughly fifty luxury vacation homes across the Outer Banks, Snowshoe, the Smoky Mountains, Las Vegas, and the DC Metro area — including oceanfront estates that sleep forty across three heated pools and eleven private acres. Founded in 2016 and winner of a "Best of Travel" award, we run on a modern stack: OwnerRez, GoHighLevel, PriceLabs, RingCentral, and an AI guest-messaging system that already handles about 70% of routine guest communication. That last part matters. You will not spend your days answering "what's the wifi password." The AI does that. You handle the 30% that takes judgment — and you own a booking channel's results outright. The role You join a four-person guest experience team (one Lead, three Specialists). Two things define the seat: 1. You own a channel. Each specialist owns one booking channel end to end — Airbnb, VRBO, Booking.com, or Direct — with your name on its weekly numbers: response time, inquiry-to-booking conversion, and review scores. The direct channel carries our most important company goal: growing direct bookings' share of revenue. 2. You have real authority. You get a standing dollar threshold to resolve guest issues on the spot — refunds, comps, fixes — without asking permission. We hire people we can trust with that, then measure the results instead of micromanaging the decisions. Day to day, you will: Work a fixed 5-shift week (AM, PM, or late; late shifts run Friday–Sunday) covering live guest messaging across ~50 properties Convert inquiries into bookings — this is a sales seat as much as a service seat Resolve escalations the AI hands off: complaints, damage situations, mid-stay issues, sensitive reviews Review the AI's answers on your shift and flag misses so the system keeps improving Complete a full shift handoff log every shift — 100% completeness is a measured standard, not a suggestion Catch pricing and reservation exceptions before they become expensive Contribute to team SOPs when you solve something new Coverage model Live coverage runs seven days a week. Overnight windows — 10:00 PM–6:00 AM ET Monday–Thursday and 2:00 AM–6:00 AM ET Friday–Sunday — run on AI auto-response with an on-call protocol for genuine emergencies, so nobody works overnights. Serious incidents (injury, legal, media, major damage) escalate past the team on defined triggers; you're never left holding something that should be ownership's call. You're a fit if you have 2+ years in vacation rental, hotel, or high-touch customer operations, guest-facing Experience on at least one OTA platform (Airbnb, VRBO, or Booking.com) or a PMS — OwnerRez a plus Written English that reads warm and human; our guests pay for luxury and the writing has to match A closer's instinct on inquiries — you ask for the booking Comfort being measured weekly on numbers you own Reliable internet, a quiet workspace, and the ability to hold a fixed ET shift schedule including a weekend rotation Compensation & terms Competitive, paid biweekly/ monthly Long-term engagement — a permanent seat on a growing team, not a project A 30-day ramp to full independence, with the Lead reviewing your work daily at first, then weekly To apply Reply with: Two or three sentences on a guest situation where you spent company money to fix a problem — what you decided and why Which channel you would want to own (Airbnb, VRBO, Booking.com, or Direct) and why Your time zone and confirmation you can work fixed ET shifts, including weekend rotation