Guest Experience Specialist; Argentina

Company Overview

The 5 Star Co-Host is a short-term rental property management company built around one goal: delivering a consistently exceptional experience for guests and property owners alike. We manage a growing portfolio of properties and operate using smart systems and great people to make every stay seamless. We’re a team that moves fast, communicates clearly, and takes real pride in the details.

If you’re someone who cares about doing things right, you’ll fit in here.

As a Guest Experience Specialist, you’re the voice of The 5 Star Co-Host. You’ll manage guest communication from the moment someone inquires about a property through the end of their stay and beyond — making sure every interaction is fast, clear, and genuinely helpful. This is a high-ownership role. You’ll be handling real guest situations in real time, making judgment calls, solving problems, and keeping everything moving smoothly.

You’ll work alongside a collaborative remote team and have clear processes to support you — but you’ll be expected to bring your own initiative and care to every shift.
This role requires the ability to respond quickly and stay engaged throughout your shift — guests should never feel like they’re waiting on us.

Guest Communication

• Respond to inquiries, messages, and requests across Airbnb, VRBO, direct bookings, email, and SMS
• Manage the full guest journey: inquiry → booking → stay → post-stay follow-up
• Maintain a fast, professional, and empathetic tone in every interaction
• Ensure guests always have the information they need, before they have to ask

Reservation Monitoring & Guest Flow

• Monitor active reservations, check-ins, and check-outs
• Ensure guests are fully prepared before arrival
• Handle early/late requests and day-of guest needs
• Identify and flag potential issues before they affect the guest experience

Issue Resolution & Escalation

• Resolve guest issues — lockouts, complaints, property concerns — within defined guidelines
• Use the 1:3:1 escalation method (1 problem, 3 possible solutions, 1 recommendation) when surfacing complex issues
• Escalations should come with context, not just problems — we expect thoughtful recommendations, not handoffs
• Escalate sensitive or high-stakes situations to the Guest Experience Lead or management

Pre-Arrival Execution

• Send, track, and follow up on rental agreements
• Verify guest information and booking compliance
• Confirm check-in instructions and access details
• Ensure all required pre-arrival messaging is completed on time

Daily Operational Coordination

• Monitor departures and confirm check-outs
• Support day-of coordination with cleaners as needed
• Flag maintenance or property issues in real time
• Ensure all guest-facing details remain accurate and current

Systems & Property Monitoring

• Review lock systems, WiFi, and access tools for potential issues
• Monitor security cameras and flag unusual activity
• Report anything that may impact the guest experience

Reviews & Reputation

• Respond to guest reviews in a timely and professional manner
• Flag negative feedback internally for review before responding publicly
• Support a consistent, high-quality online presence

Team Communication & Handoffs

• Document guest interactions clearly and accurately in internal systems
• Provide thorough handoffs between shifts
• Collaborate with team members to maintain consistent guest coverage

• Experience in guest support, hospitality, or customer service
• Strong written English communication skills — clear, professional, and warm
• Ability to manage multiple conversations and priorities simultaneously
• Ability to stay organized and effective during high-volume periods
• Good judgment and genuine problem-solving ability
• Comfort in a fast-paced, real-time work environment

Monthly Salary: $1000 - $1400 USD

Bonus Up to 8% of yearly salary for annual bonus paid out during calendar year if individual and company KPIs are met

Benefits

• Paid time off such as PTO, sick days, and vacation days

Schedule

• TBD with some flexibility but need availability Friday
  - Monday 8am-6pm EST