Guest Experience Specialist

Guest Experience Specialist

A call comes in at 9:15 AM a guest can't get the door code to work, and check-in is in twenty minutes. You pull up the reservation, walk them through it calmly, and confirm they're in before you move to the next ticket. This is the job: no two calls the same, and every one of them landing on you to solve, right now, with the guest never knowing you were juggling three other things at once.

Between calls, you're partnering with Villatel's AI agents reviewing what they've handled, stepping in where judgment is needed, and making sure nothing slips through. You log the details, flag the pattern if you see one, and keep the ticket clean and complete. It's fast-paced and detail-heavy, and the standard is simple: guests get answers, not runaround.

At Homes by Villatel, the Guest Experience Specialist is the voice guests hear when something goes wrong turning a stressful moment into a five-star one, entirely over the phone. If you can stay warm under pressure, think on your feet, and take pride in solving problems guests never have to think twice about this is your next role.

Position Responsibilities

AI Agent Training & Performance Management

• Training: Train and configure the Company's AI and digital agents through the preferred AI system, ensuring consistency in service delivery, communication standards, and adherence to all SOPs.
• Performance Monitoring: Monitor AI agent interactions and guest-facing responses to ensure guests are receiving the most up-to-date and accurate information at all times; audit conversations and correct knowledge gaps or errors promptly.
• Continuous Learning: Ensure AI agents learn new skills and updated content as policies, procedures, and practices change; maintain the accuracy and currency of the knowledge the agents draw from.
• Escalation Coverage: Monitor and answer all escalations and any guest items the AI agent is unable to assist with, taking full ownership of each matter through resolution.

Guest Escalation Management

• First Line of Human Escalation: Serve as the primary human point of escalation following the initial response by an AI agent, or upon escalation from a site leader or field team member; take full ownership of the situation through resolution.
• Proactive Resolution: Anticipate and identify potential guest issues before they escalate; take initiative to proactively contact guests when service disruptions, delays, or unresolved concerns are identified.
• Cross-Departmental Coordination: Collaborate with Dispatch, Maintenance, and Operations to coordinate timely responses to guest concerns, ensuring all commitments made to guests are followed through accurately.
• Documentation: Maintain accurate records of all escalated interactions, resolutions, and follow-up actions in Track, Breezeway, and/or any other applicable communication systems.

Fiscal Responsibility & Accounting

• Folio Ownership: Ensure guests are checked out and folios closed correctly on the day of departure; address any open folio items directly and with authority.
• Charge Management: Review and process guest charge disputes, damage claims, and service credits in coordination with GE Management and Accounting.
• Administrative Accountability: Ensure all administrative duties are current and accurate at shift close, including the Accounting Sheet, Property Care log, and Bill to Guest pendings; confirm same-day departure folios are closed or handed off with clear ownership before departure.

Shift Management

• Shift Open: At the start of each shift, review prior shift handover notes and any overnight guest communications; check shared inbox, voicemail, and messaging channels for pending items; check in with the GEM or MOD to confirm priorities, open cases, and any direction for the shift.
• Coverage Confirmation: Confirm AI agent system functionality and queue coverage at the start of each shift; flag system issues or coverage gaps to the GE Manager promptly and coordinate adjustments as needed to maintain adequate coverage throughout the shift.
• Shift Close & Handover: Send a complete shift overview to the on-duty supervisor via the HBV Slack channel at the end of each shift; flag all pending guest issues, VIP follow-ups, and time-sensitive items with clear ownership and next steps before departure.

Qualifications

• High School Diploma or equivalent required; associate's or bachelor's degree in hospitality management, business administration, or a related field preferred.
• Minimum 23 years of experience in a remote customer service or hospitality role, with demonstrated ability to own escalations through resolution.
• Demonstrated aptitude for working with AI-driven tools and technology, with the ability to train, monitor, and refine automated systems.
• Strong verbal and written communication skills; ability to represent Villatel professionally across all remote channels (phone, email, and electronic messaging).
• Working knowledge of, or demonstrated willingness to learn, charge processing, dispute resolution, and accounting-adjacent workflows.
• Proficiency with property management and guest communication platforms; experience with Breezeway preferred.
• Ability to work variable hours including evenings, weekends, and holidays to support operational coverage requirements.