We’re a vacation rental company where great people create exceptional experiences. From our humble beginnings with a simple idea, we've grown into a trusted industry leader delivering genuine hospitality to every guest. What sets us apart isn't just our advanced technology or high property standards, but our culture of doing things the right way, building trust, and supporting each other as a team. When you join Casago, you're not just taking a job; you're becoming part of a company that values your contributions, invests in your growth, and gives you the opportunity to make a real impact on the homeowners and guests we serve every day.
We're looking for a Senior Guest Experience Agent who thrives on making meaningful connections and solving problems with care and dedication. In this role, you'll be the heart of our guest experience team, stepping in when guests need extra support and ensuring every interaction leaves them feeling valued and heard. You'll handle escalated concerns with empathy and professionalism, guide guests through reservation challenges, and collaborate closely with teammates to create seamless experiences. This is an opportunity to make a real difference every day while working in a supportive, people-first environment where your passion for helping others will shine.
Be at the forefront of the company working in a fast-paced, dynamic environment as the go-to person for our guests and, occasionally, our owners.
Be responsible for taking guest escalations, incoming phone calls, making outbound calls as needed, and responding to emails or chats on a daily basis from existing guests and guest experience agents who have questions or concerns about:
an existing, unpaid, and/or high risk reservation.
a problem/concern that emerged during and/or after their stay.
modifying an existing reservation.
cancelling a reservation.
Registering/verifying guests through HOA forms, identity verification, etc.
Collect and process payments for reservations with outstanding balances, reservations not paid at time of online booking, declined credit cards etc.
Respond to guest reviews through various channels and partners
On occasion, interact with a homeowner either over the phone or through email who may have questions about a reservation, statement or other concerns.
Support continuous improvement initiatives by analyzing program performance, identifying bottlenecks, and implementing process optimizations. Stay current with industry trends, best practices, and emerging technologies relevant to the function.
Contribute to a collaborative work environment that promotes open communication, innovation, and employee engagement.
Collaborate with cross-functional teams and stakeholders to align departmental goals with broader organizational strategy.
Other duties as assigned because every day is different in hospitality!
1+ years minimum experience working in hotel, hospitality, vacation or similar industry
Demonstrated ability to:
Engage with our guests and owners in a way that enhances their experience.
Communicate in a positive, professional, empathetic and "customer-centric" manner both over the phone, email and chat.
Use appropriate spelling, punctuation, and grammar in all written communication skills.
Listen attentively and ask probing questions to clarify the problem/concern at hand.
Embrace and adopt change in a fast paced and constantly changing work environment.
Work effectively both independently and as a member of the team.
Multi-task, prioritize, and use a variety of systems and tools.
Be open to coaching and feedback.
Perform other related roles and responsibilities as assigned or required in response to business need.
Attention to detail.
Tech-savvy with experience using various digital systems and applications and comfortable using mobile apps, tablets, and various software platforms.
Comfortable talking to people—online or in person—and being able to share information in a way that's clear, thoughtful, and easy to understand.
Reliable internet connection to work remote
Expectations to be flexible to support the needs of the business.
Paid time off such as PTO, sick days, and vacation days
Health insurance, Dental, and Vision insurance
Life insurance
Retirement benefits or accounts
Flexible schedule needed including weekends and evenings