Senior Guest Experience Specialist

About the role

As a Senior Guest Experience specialist you will be the front‑line point of contact for all guests, delivering 5‑star support and handling complex issues throughout the guest journey.

Key responsibilities

• Provide exceptional support for complaints and escalations across all channels, using the KDB knowledge base to resolve issues and approve compensations when appropriate.
• Manage reservations – process new bookings, modifications and cancellations, verify daily payments, and maintain accurate SOPs for booking and check‑in workflows.
• Coordinate with property maintenance points of contact to troubleshoot unit services and ensure seamless operations.
• Present findings and actionable recommendations to leadership and assist in onboarding new employees.

Required profile

• Proven experience in a similar guest‑facing role with strong ownership and commitment.
• Fluent in spoken and written Spanish and English.
• Excellent communication, interpersonal and collaboration abilities.
• Strong problem‑solving, critical‑thinking and customer‑engagement skills.
• Ability to meet strict deadlines and follow SOPs.
• Flexibility to work on‑site with a variable schedule.

Required skills

• KDB knowledge‑base system.
• Hospitality‑related operational tools (booking platforms, reservation management software).