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: [ ???? – X–Y/hr — set per platform] 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 90% 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 10% 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, ---------- , 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 i ---------- (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 ---------- ) 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 [ ???? – X–Y/hr], paid weekly through this platform 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 d ---------- and why Which channel you would want to own (Airbnb, VRBO, ---------- , or Direct) and why Your time zone and confirmation you can work fixed ET shifts, including weekend rotation