Guest Experience Specialist

About the Role: We are hiring a Guest Experience Specialist who takes pride in delivering white glove, concierge-level service. This is a writing-forward role: the majority of your day is spent composing thoughtful, polished email responses, with phone calls used when a conversation moves faster than an inbox can. The right person for this job treats every message as a chance to make someone's day easier. You anticipate the follow-up question before it's asked, you own problems until they're resolved, and you write with the warmth and precision of a personal concierge rather than a ticket queue. What You Can ExpectYou will respond to guest inquiries by email as the primary channel, with clear, personalized, well-written replies that fully resolve the question for the first time. You will handle inbound and outbound calls for time-sensitive, complex or sensitive matters where a live conversation services the customer better. You will prioritize escalations and guest needs with patience, empathy, and sound judgment, escalating to management when appropriate. You will have fluent knowledge of our products, services, policies, and structures What We Expect From YouYou have experience in customer service, hospitality, client services, or a comparable role with direct customer contact. You have exceptional written and verbal communication with correct grammar and spelling and ability to make complexity simple with a calm, friendly, professional tone. You have genuine service instinct – you find satisfaction in solving someone's problem completely You have sharp attention to detail and the follow-through to keep dozens of open threads organized with high accuracy and accountability. You take ownership of issues end to end, coordinating internally with other departments internally, and close the loop with the guest.