Guest Experience Representative

About the role

We’re looking for a Guest Experience / Reservations Specialist who combines strong communication skills, hospitality judgment, and a proactive mindset. You’ll manage guest communication, support high-value reservations, identify ways to improve the guest journey, and collaborate with internal team members on service-related issues. This role requires someone who is polished, solution-oriented, highly independent, and confident handling sensitive guest situations while maintaining a luxury-level experience.

What you'll do

• Manage daily guest communication and reply to inbox messages, especially during morning hours
• Handle pre-booking and reservation-related communication with a strong focus on high-value guests
• Support negotiation conversations related to reservations, pricing, and guest requests
• Identify opportunities to upsell packages, experiences, early check-ins, late check-outs, and other add-ons
• Take ownership of the guest journey and help improve communication quality and response standards
• Review guest feedback and identify recurring issues, service gaps, or process improvements
• Help build and improve systems, workflows, templates, and guest experience processes
• Coordinate with Dania and, when needed, with cleaners, maintenance, or other operations-related contacts
• Handle guest issues professionally and help prevent poor guest experiences or negative reviews
• Support simple administrative tasks tied to reservations, guest activations, and guest registration requirements

Requirements

• Strong English communication skills, both written and spoken
• Experience handling guest issues, resolving problems, and maintaining a high standard of service
• Comfortable working with high-value reservations and guest expectations
• Strong sales instincts or proven ability to influence, negotiate, and close guest-related opportunities
• Familiarity with property management or hospitality systems and tools
• Comfortable working independently and taking ownership of a key part of the business
• Able to identify inefficiencies and recommend process improvements before they become bigger issues
• Strong attention to detail and confidence navigating fast-moving guest communication
• Self-motivated, proactive, and accountable — you take ownership of the guest experience function
• Calm under pressure and able to handle sensitive or urgent guest situations with professionalism
• Organized and adaptable — you can balance communication, admin work, and issue resolution
• Resourceful and solutions-driven, with good judgment in ambiguous situations

About Near

At Near, we help top talent in Latin America find remote roles with US companies. Our mission is to create better lives by fostering a remote work culture that transcends borders.

Visit Near→

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