Guest Experience Associate

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Company overview 

At Trek Leisure Vacations (TLV) and Manzanita Beach Getaway Rentals, hospitality starts with human connection. We bring together caring homeowners, experienced teams, and distinctive vacation brands to create memorable visits and lasting partnerships.

Trek LV comprises independent vacation rental brands powered by a shared professional infrastructure. We equip vacation rental brands with centralized tools and intelligence, technology, and expertise to deliver consistent, scalable, and stress-free results for owners and guests alike. 

Position Summary  

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.

Responsibilities and Essential Duties  

• Respond promptly, professionally, and empathetically to guest and team inquiries in person, 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

Minimum Experience Qualifications

• 1- 2 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

Knowledge/Skills/Abilities (KSAs)

• Strong verbal and written communication skills
• Ability to build rapport quickly with guests and remain calm and professional in high-stress situations
• Tech-savvy to include proficiency in MS Office 365, customer service applications, and other technology tools utilized to support the guest environment
• Strong time management skills to efficiently toggle between systems doing data entry while collaborating with guests or team members
• Excellent critical thinking and initiative
• Well-organized with diligence in payments, reservations, and records
• Ability to work weekends, holidays, and varying shifts as business needs require

Schedule:  Full-time. Scheduled shifts are determined by business needs and typically fall between 8:30 AM and 7 PM. 4-day schedule is available. Please note that weekend work is required as well as 1 week of overnight coverage once monthly.

Pay: $20.00 - $23.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person