Guest Experience Manager (Remote)

About the role

StayCozy is a modern hospitality brand building a portfolio of apartments and boutique properties across US and European cities. The Guest Experience Manager leads the Guest Experience team, acting as the Global Operations Manager's right hand and taking ownership of day-to-day guest experience operations, coordinating with local operations teams in their absence.

Key responsibilities

• Lead and develop the Guest Experience team, turning service expectations into clear priorities and consistent guest care.
• Oversee daily guest service operations, including guest communication, reservation accuracy, pre-arrival checks and post-stay follow-up.
• Handle escalated guest complaints and service recovery, documenting issues and escalating when necessary.
• Train, mentor and review team performance through regular meetings, feedback and development support.
• Support recruitment and oversee onboarding and ongoing training with the Guest Experience Team Lead and Administrator.
• Develop and maintain Guest Experience SOPs, communication templates and training materials.
• Monitor guest feedback and service performance, reporting recurring issues and improvement priorities to the Global Operations Manager.
• Coordinate with relevant departments and local operations teams on guest-related matters.

Required profile

• Experience leading or supervising a guest relations, customer service, reservations or hospitality team.
• Experience training and mentoring team members, giving feedback and addressing performance gaps.
• Fluency in English; fluency in Spanish is a plus.
• Nice to have: experience with short-term rental platforms such as Airbnb, Expedia or Booking.com, and experience leading remote teams across multiple properties or markets.

Required skills

• Prioritizing competing tasks and maintaining accuracy during busy periods.
• Clear, professional communication and listening to guests and team members.
• Timely decision-making under pressure and knowing when to escalate.
• Working independently, owning issues through to resolution and keeping colleagues informed.
• Turning guest feedback and performance data into practical service improvements.

What we offer

• Remote work from home, with occasional travel when required.
• Monthly compensation of USD 1,600 to 1,800 (before taxes and contributions), depending on experience; the role is an independent contractor position.
• Complimentary stays and special rates across locations, subject to the company's stay policy.
• Guided learning, regular check-ins with the manager, and a performance-based bonus and reward system.

Working hours align with the operational needs of the supported markets and may include morning, afternoon or night shifts, weekends and holidays; the time zone and shift pattern are discussed during hiring. The application process includes a CV review, two interviews and possibly a third.