Guest Experience Agent

Guest Experience Agent

Blue Gems

About the brand

Blue Gems manages vacation homes around Orlando, Florida — the theme-park corridor and the resort communities that ring it. Our guests are almost always families on a trip they saved for, arriving late, tired, with children. Getting the first ten minutes of their stay right is most of the job.

The role

You are the voice a guest hears when something has gone right and, more importantly, when something has gone wrong. Most of the day is messages and calls: pre-arrival questions, door codes that will not work, a hot tub that is cold, a late checkout request, a booking that needs moving. Some of it is proactive — spotting that a guest arriving at 11pm has not confirmed they know where the key is, and getting ahead of it. The job is judgement under time pressure, in writing, in English, all day.

Unreasonable hospitality

We hold ourselves to what Will Guidara calls unreasonable hospitality: doing the thing nobody asked for, that nobody would have missed, and that they will tell someone about. A guest mentions in a message that it is their daughter's birthday, and there is something waiting on the counter when they walk in. An owner asks a question on a Sunday and gets a real answer, from a person, before Monday. We do not measure this in a survey. We measure it in whether the person on the other end felt looked after by someone who was paying attention. Everyone here is expected to notice things, and everyone here is trusted to act on what they notice without asking permission first.

Where you sit

You sit in Guest Experience and report into the operations lead for this market. This role is remote and open to people anywhere in the Americas. You work every day with the guest experience team, the field operations team and the coordinators who schedule them — this is not a role where you are handed a queue and left alone. Because Stayd runs shared systems across every brand, a process you improve here tends to end up running in six other markets, which is the closest thing we have to a promotion path.

What you'll own

• Guest messages and calls across your shift, with a response-time standard you will be measured against
• Turning a complaint into a resolution the same day, and escalating the ones that genuinely need it
• Coordinating with housekeeping and maintenance so a fix actually happens, not just gets logged
• Booking changes, extensions and refunds within the authority you are given
• Writing accurate handover notes so the next shift starts informed
• Flagging the property problems you keep seeing, so somebody fixes the cause

How you'll live our core values

Five values run this company, and we hire and promote against them.

See Something Do Something — if you spot it, it is yours. Nobody here is allowed to walk past a problem because it belongs to another team.
Do What You Say — a commitment with a date on it is a promise. If it slips, you say so before it is late, not after.
Own the Miss — we get things wrong. What matters is that you name it first, fix it, and make sure it cannot happen the same way twice. Nobody is punished for a miss they owned.
Say the Hard Thing — kindly, directly and early. Silence in a meeting followed by a private complaint is the one behaviour we will not carry.
Make It Better — leave the process, the property or the shift in better shape than you found it. Small improvements, constantly, beat big ones occasionally.

What you bring

• Clear, warm written English — a guest should understand you and feel helped
• Experience in guest support, hospitality, or customer service where you owned the outcome
• Reliable internet, a working headset, and a quiet place to take calls
• Comfort with a property management system (Guesty, Hostaway, Track, Streamline or similar) or the obvious ability to learn one fast
• The judgement to know when to solve it yourself and when to escalate

How to apply

Apply here — it takes about four minutes on a phone. You will answer a handful of questions written to find out what you can actually do, upload a résumé, and record a short voice note so we can hear how you sound with a guest. There is no cover letter and there is no portal account to create.

Every single applicant hears back from us, including a no. If we are not moving forward we will tell you, and we will tell you why. If you need an accommodation to complete this application, email careers@stayd.co — asking never counts against you.

What to expect

This is a long-term team role on a strong, established global team, with structured onboarding and ongoing support.