Job Summary: We are seeking a passionate Guest Experience Manager with a strong service orientation and excellent communication skills to elevate guest satisfaction. Key Highlights: 1. Lead guest communication and support throughout their stay. 2. Create flawless experiences and exceed expectations. 3. Join a team committed to excellence and human-centered service. At **Duna Stays**, we believe a great stay is measured not only in booked nights, but in memorable experiences. We’re looking for someone passionate about hospitality, with a service-oriented mindset and outstanding communication skills—who enjoys being the first “hello” and the last “see you soon” for our guests. If you’re motivated to create flawless experiences, attend to every detail, and serve as the bridge between guests and the operations team, this role is for you. What will be your mission? To serve as the **Guest Experience Manager**, leading guest communication and support throughout their entire stay, ensuring every interaction reflects our service standards. Your primary goal will be to **elevate guest satisfaction and continuously improve our ratings on platforms**, turning every stay into a five-star experience. What will you do daily? · Respond to inquiries and messages on platforms within established timeframes. · Confirm reservations, guest details, and generate access credentials. · Send clear and complete check-in and check-out instructions. · Maintain active communication with guests before, during, and after their stay. · Resolve questions, special requests, and incidents promptly and empathetically. · Serve as the liaison between guests and the operations team for resolving routine and exceptional situations. · Maintain and enhance guest guides, policies, recommendations, and useful information. · Identify opportunities to create **moments** that exceed expectations. · Follow up on reviews: request guest feedback and draft responses to guests. · Monitor satisfaction metrics and use feedback to improve the guest experience. · Manage disputes, claims, refunds, and damage charges with guests and OTAs. · Record activities and incidents in the logbook. · Accurately and promptly collect and record payment information. · Develop and maintain clear reservation and guest communication policies. What are we looking for in you? · Bachelor’s degree in Hospitality, Hotel Management, or related field. · Prior customer service experience (hotels, restaurants, service industries). · Excellent written and verbal communication skills. · Proficiency in English for both written and oral communication. · Strong organizational skills, attention to detail, and follow-up ability. · Empathy, problem-solving ability, and customer-service focus. · Interest in working with metrics, processes, and continuous improvement. Why join Duna Stays? Because here, **hospitality is practiced intentionally**, professionally, and with a human touch that makes all the difference. You’ll join a team committed to excellence—where your ideas, judgment, and interpersonal approach truly matter. Most activities for this position are conducted **remotely**, in coordination with on-site staff across various locations. However, some on-site activities are required. If you’re excited to be part of memorable experiences and grow within modern hospitality, **we’re looking for you**. Position type: Full-time, probationary period Contract duration: 3 months Salary: $10,000.00 – $13,000.00 per month Benefits: * Option for indefinite-term contract * Company phone Language: * English (Mandatory) Work location: Hybrid remote in 44630, Circunvalación Américas, Jal.