Opportunity is waiting for you at Trek Leisure Vacations (TLV)
Trek Leisure Vacations is redefining what it means to manage vacation rentals at scale. We equip location vacation rental brands with centralized tools, technology, and the expertise to deliver consistent, scalable, and stress-free results for both owners and guests. This approach means higher returns with less hassle for property owners. It also ensures that our guests enjoy consistent, exceptional experiences in some of the nation’s most sought-after destinations.
Trek Leisure is seeking a dependable and guest-focused Guest Experience Associate to serve as the primary point of contact throughout each guest’s stay. In this role, you will manage guest communications across multiple channels, respond to questions and concerns with professionalism, and act as a calm, solutions-oriented resource when issues arise.
You’ll work closely with field teams to coordinate timely resolutions, document interactions accurately, and ensure no detail is missed. This position is ideal for someone who values consistency and follow-through, takes pride in organization, and enjoys playing a key role in delivering seamless, positive guest experiences.
Respond promptly, professionally, and empathetically to guest and team inquiries via phone, chat, and email
Assist guests before and during their stay by providing accurate information and resolving issues efficiently
Process payments securely and accurately in accordance with company procedures
Maintain detailed, organized guest and reservation records, including clear documentation of communications and actions taken
Coordinate with remote and field teams to support a seamless guest experience, including assigning and tracking maintenance or operational tasks
Follow all guest experience, reservations, and service recovery procedures consistently
Develop and maintain a strong working knowledge of all Guest Experience systems and software
Build positive, professional relationships with coworkers, vendors, and cross-functional teams
Identify and promote available in-house services when appropriate
Support the Guest Reservations team as needed and complete additional tasks assigned by management
1+ years of experience in sales, reservations, hospitality, or customer service roles
High School Diploma or equivalent
Excellent interpersonal and communication skills, both written and verbal
A positive, self-motivated individual who thrives in a fast-paced environment
Strong organizational and problem-solving abilities
Experience with Breezeway and Guesty is highly preferred
Reliable transportation and a valid driver's license
Paid time off such as PTO, sick days, and vacation days
Health, Dental, and Vision insurance
Retirement benefits or accounts
Life insurance
Full-time position. Flexible work hours are required for business operations.
Full-time position. Flexible work hours are required for business operations.
Scheduled shifts are determined by business needs and typically fall between 9 AM and 7 PM, with common shifts being 9 AM to 5:30 PM (5 days) or 9 AM to 7:30 PM (4 days). Please note that weekend work is required. When a daytime shift is assigned, a rotational overnight, on-call shift may be assigned on an infrequent basis.
Respond promptly, professionally, and empathetically to calls, chats, and emails from guests, potential guests, team members, and others
Assist guests with questions and troubleshooting concerns before and during their stay, responding with accurate and timely information
Process payments accurately and securely
Maintain organized guest and reservation records, including detailed documentation of communications and actions taken
Collaborate with the remote and field teams to ensure smooth guest experience, including reporting, assigning, and scheduling maintenance and general tasks for our field teams
Follow all guest experience and reservations procedures
Maintain a thorough understanding of all software and systems used in the Guest Experience environment
Maintain a friendly working relationship with coworkers, third party vendors, and other team members
Upsell in-house services that may be offered
Fill in for the Guest Reservations team as needed
Complete additional tasks assigned by management
High School Diploma or equivalent.
1 – 2 years’ experience in sales, reservations, hospitality, or customer service roles