Guest Experience Specialist

COMPANY OVERVIEW

Are you a high-achiever seeking a fast-paced challenge in the hospitality arena? Does the idea of joining a rapidly scaling startup, where your impact will be seen and felt daily, excite you? If yes, you might be the perfect fit for Boulevard Stays.

Who We Are

At Boulevard Stays
, our mission is to offer short-term rentals with the consistency and quality of a hotel—every time, for every guest. We’re on a trajectory to double our units under management and team within the next 12 months, unlocking new management opportunities and rapid career growth for our top performers. We believe our success is fueled by three core values:

• Better Together – We deliver more as a team than any individual could alone.

• Never Enough – There’s always room for improvement—no matter your role or tenure.

• Mean It – Say what you mean and do what you say, with honesty and integrity.

Boulevard Stays is seeking a dynamic Guest Experience Specialist to serve as the vital connection between our guests and exceptional hospitality experiences. In this fast-paced role, you'll be the problem-solver, relationship-builder, and brand ambassador who turns routine inquiries into memorable interactions and challenging situations into opportunities to shine. You'll thrive in our startup environment where no two days are alike, leveraging your communication prowess and tech-savviness to manage multiple guest conversations across various platforms while coordinating with cross-functional teams to ensure every stay exceeds expectations.

If you're energized by the challenge of juggling competing priorities, motivated by the satisfaction of turning frustrated guests into raving fans, and excited to contribute ideas that shape our growing company's future, this role offers the perfect blend of autonomy, impact, and growth potential.

Guest Engagement & Issue Resolution

• Answer inquiries across multiple channels (phone, SMS, email, chat) with speed and empathy.

• Troubleshoot guest concerns—everything from Wi‑Fi connectivity to AC malfunctions—leveraging our preferred tools (Guesty, Slack, Whats App, Dial Pad, Asana, Google Sheets) and your own creativity.

• Handle escalations for upset guests, de‑escalating tense situations with confidence and sincerity.

• Manage reservations on various booking platforms, process modifications or relocations, and file insurance claims for damages when necessary.

Cross‑Functional Coordination

• Collaborate with cleaning services, maintenance contractors, and property managers to keep every stay running smoothly.

• Communicate effectively with your internal team on Slack to solve guest issues that need a joint effort.

• Take on additional administrative or data‑entry tasks as they arise—our startup environment means you'll wear multiple hats.

Process & Quality Control

• Document all guest interactions and resolutions meticulously in our task management software (Asana) to ensure clear handoffs.

• Identify recurring guest issues and propose improvements to enhance the overall stay experience.

• Maintain thorough knowledge of each property so you can proactively tackle issues and confidently advise guests.

Expected Results (What Winning Looks Like)

Delighted Guests

• Customer Satisfaction Score of 90% or Higher – You consistently receive top ratings and reviews.