Guest Experience Associate

COMPANY OVERVIEW

Opportunity is waiting for you at Trek Leisure Vacations (TLV)

Trek Leisure Vacations is redefining what it means to manage vacation rentals  equip location vacation rental brands with centralized tools, technology, and the expertise to deliver consistent, scalable, and stress-free results for both owners and guests. This approach means higher returns with less hassle for property owners. It also ensures that our guests enjoy consistent, exceptional experiences in some of the nation’s most sought-after destinations.

Trek Leisure is seeking a dependable and guest-focused Guest Experience Associate to serve as the primary point of contact throughout each guest’s stay. In this role, you will manage guest communications across multiple channels, respond to questions and concerns with professionalism, and act as a calm, solutions-oriented resource when issues arise.

You’ll work closely with field teams to coordinate timely resolutions, document interactions accurately, and ensure no detail is missed. This position is ideal for someone who values consistency and follow-through, takes pride in organization, and enjoys playing a key role in delivering seamless, positive guest experiences.

• Respond promptly, professionally, and empathetically to guest and team inquiries via phone, chat, and email
• Assist guests before and during their stay by providing accurate information and resolving issues efficiently
• Process payments securely and accurately in accordance with company procedures
• Maintain detailed, organized guest and reservation records, including clear documentation of communications and actions taken
• Coordinate with remote and field teams to support a seamless guest experience, including assigning and tracking maintenance or operational tasks
• Follow all guest experience, reservations, and service recovery procedures consistently
• Develop and maintain a strong working knowledge of all Guest Experience systems and software
• Build positive, professional relationships with coworkers, vendors, and cross-functional teams
• Identify and promote available in-house services when appropriate
• Support the Guest Reservations team as needed and complete additional tasks assigned by management

• 1- 2 years of experience in sales, reservations, hospitality, or customer service roles
• High School Diploma or equivalent
• Excellent interpersonal and communication skills, both written and verbal
• A positive, self-motivated individual who thrives in a fast-paced environment
• Strong organizational and problem-solving abilities
• Experience with Breezeway and Guesty is highly preferred
• Reliable transportation and a valid driver's license

Hourly Rate: $19.00 - $23.00

Benefits

• Paid time off such as PTO, sick days, and vacation days
• Health insurance
• Dental insurance
• Vision insurance
• Retirement benefits or accounts
• Life insurance

Full-time position. Flexible work hours are required for business operations. Scheduled shifts are determined by business needs and typically fall between 8 AM and 10 PM, with common shifts being 8 AM to 5 PM or 1 PM to 10 PM. Please note that weekend work is required. If a daytime shift is assigned, a rotational evening shift may be assigned on an infrequent basis.