Guest Journey Specialist

About the role

As the crucial first touchpoint for our guests, the Guest Journey Specialist sets the tone for a flawless stay. You will manage the pre‑arrival experience through proactive communication and meticulous logistical preparation, blending empathetic hospitality with our technology platforms.

Key responsibilities

• Conduct pre‑stay outreach to confirm guest needs and preferences.
• Log special requests, unit requirements, and preference data into the Property Management System (PMS) and coordinate with on‑ground operations.
• Send curated pre‑arrival guides with local recommendations.
• Monitor and respond to pre‑check‑in inquiries within two hours.
• Tri­age and escalate complex requests, technical issues, or critical service recoveries to Senior Guest Experience Specialists.
• Maintain the template library for guest communications.
• Update guest profiles with observed preferences.

Required profile

• 1+ year experience in a customer service or hospitality role.
• Friendly, empathetic communication style with strong attention to detail.
• Fluent in English and Spanish.
• Ability to manage multi‑channel communications, identity verification, and data entry.

Required skills

• Comfort operating within Property Management Systems (PMS).
• Experience with customer support platforms and modern operational tech tools.