Guest Experience Specialist

Excellent spoken English is the most important requirement for this role. Guests will hear you on the phone. We will teach you the software and our process.

Sonoma Coastal Collection is a locally rooted, family-owned property management company serving California's Sonoma Coast — Sea Ranch, Gualala, Sonoma, and the surrounding coastal communities — with over 200 curated vacation homes. Our deep connection to this region is what inspired us to build Sonoma Coastal Collection. We are focused on providing thoughtful, memorable stays for our guests and reliable, attentive stewardship for our homeowners. Our goal is to grow in a way that honors what makes the Sonoma Coast special — its dramatic coastline, redwood forests, tight-knit communities, and slower pace of life — while delivering exceptional experiences for guests and trusted, long-term partnerships for homeowners.
Tech stack (daily tools): Guesty (PMS), Breezeway (tasks/workorders + cleaning), Akia (guest messaging), Zoom Phone (calls).
Our Promises

Everything we do is guided by our Promises. They are our operating standard and the way we earn five-star stays and trusted, long-term homeowner partnerships.

Thoughtful Guest Engagement: Proactive, genuine hospitality from booking to five-star review. We believe vacations are special — something people save for, plan for, and look forward to. Our job is to make every stay feel seamless and memorable. We anticipate needs, communicate early, check in during the stay, and resolve issues quickly with warmth and care. Our guest journey is intentionally crafted to deliver the kind of responsiveness, thoughtfulness, and attention to detail that turns a great trip into an unforgettable coastal experience.

Attentive Home Stewardship: We care for every home as if it were our own. As people who live and work on this coast, we know what true home stewardship looks like. We operate with a proactive mindset of quality, consistency, and pride. Regular home checks, rigorous cleaning standards, quality control, seasonal readiness, and preventive maintenance are all part of how we ensure every property is clean, protected, and presentation-ready — for guests and for you. We treat every home with the same respect and diligence we expect for our own.

Trusted Homeowner Partnerships: We treat each home like our own investment. Every homeowner has different goals — maximizing revenue, balancing personal use, focusing on long-term appreciation, or simply enjoying peace of mind. Our role is to be a true partner in those goals, not simply a property manager. As owners and operators in this region ourselves, our guidance comes from real-world results, not theory. Through regular business reviews, thoughtful design and amenity recommendations, revenue and pricing insights, and brand-building support, we help each property reach its highest potential.
Our Guest Experience team is one of the biggest ways we deliver these promises. This is hospitality work. You are a core part of our team, not an outsourced call-center function.

Job Description: Guest Experience Specialist — Sonoma Coast
As a Guest Experience Specialist, you own guest communication and coordination. You are the voice of Sonoma Coastal Collection, a core part of our team, and a key driver of five-star stays. This role is built around answering phones and helping with guest messaging in Akia. Excellent spoken English matters more than prior software experience — we will teach you Guesty, Breezeway, Akia, and Zoom Phone, and we will teach you our process. You will also coordinate work orders and cleaning schedules with our local teams and vendors, and bring thoughtful hospitality to every stay.

You will own:
Answer guest calls and return missed calls promptly (Zoom Phone)
Guest messaging in Akia, with warmth and clarity
Proactive outreach and warm guest engagement that drives five-star stays
Work order coordination and task follow-through
Cleaning scheduling and day-to-day coordination with our local team and vendors

Working Hours
This is one fixed schedule. There is no shift rotation.
Days: Sunday, Monday, Tuesday, Wednesday, and Thursday
Hours: 9:00am–6:00pm Pacific Time
Days off: Friday and Saturday

Shift length: 9 hours, including up to 90 minutes of self-scheduled break time
Philippines time during Pacific Daylight Time (roughly March–November): 12:00am–9:00am PHT
Philippines time during Pacific Standard Time (roughly November–March): 1:00am–10:00am PHT
Night shift differential: +$50 USD per month, because this schedule is overnight in the Philippines

Compensation and Incentives
Base pay: $650–$750 USD per month (full-time, based on experience)
Night shift differential: +$50 per month
Internet/tech allowance: $20 per month
13th month pay: offered in December (prorated for partial years)

Monthly Bonus: Monthly 5-Star Bonus Pool (based on team review quality + individual SLA performance)
PTO: Accrues at 1 paid day per month (usable after 90 days; no annual rollover)
Monthly 5-Star Bonus Pool
We keep the bonus simple, measurable, and tied directly to delivering thoughtful guest experiences — the heart of your role.
Pool funding: $2.00 USD for every 5-star review received during the month.
Quality gate: Pool funded only if the monthly average rating is 4.85+ and the review rate is 80%+.
Distribution: The funded pool is divided equally among the Guest Experience Team members.
Eligibility: You receive your share when monthly SLA and performance standards are met. Shares are not redistributed from non-eligible members.

Location
These roles are fully remote within the Philippines.

Role and Responsibilities
Phone support (Zoom Phone)
Answer calls quickly and calmly and return missed calls promptly
Troubleshoot common issues (access codes, Wi-Fi, amenities, heating/hot tub basics, recreation passes) and escalate when needed
Thoughtful Guest Engagement (Akia + text/email)
Answer guest messages in Akia with warmth, clarity, and genuine care
Proactively share helpful guidance (arrival, access, weather/fog, coastal road conditions, home-specific tips) and check in during the stay
Keep conversations organized and ensure no guest is left waiting or confused
Ensure every guest experience feels personal and thoughtfully handled
Welcome outreach (required for every reservation)
Send a personalized welcome text to find out what, if anything, they are celebrating
Confirm access and comfort, offer help, and document any concerns quickly
Identify opportunities to make the guest's stay a memorable coastal experience
Workorders and coordination (Breezeway)
Create workorders fast when issues arise and confirm vendor/team acknowledgment
Track progress, follow up, and close the loop with guests and the local team
Keep notes and task status clean so handoffs are seamless
Cleaning scheduling and turnovers (Breezeway)
Coordinate turn cleaning schedules and special requests
Ensure all turns are scheduled a minimum of one week prior to booking and confirm scheduled cleaner by 6:00pm Pacific the night prior to a scheduled cleaning and communicate key notes to cleaners

Documentation and handoffs
Maintain accurate property notes and updates
Close out open items before shift end and hand off active issues with clear context
Monthly SLA Standards (required for bonus eligibility)
Guest messages answered within 5 minutes during your shift (Akia)
Phone calls answered within 30 seconds during your shift
No open guest messages left at shift end; clean handoffs with clear notes
Workorders created promptly and vendor/team acknowledgment confirmed quickly

Local expertise
Become an expert on Sea Ranch, Gualala, and the Sonoma Coast, including seasonal rhythms, coastal weather and fog patterns, Highway 1 road conditions, and local norms.
Learn the best restaurants, cafes, shops, activities, and experiences in each market so you can offer personalized, concierge-level recommendations that make each stay special.
Know our homes in detail: complete Matterport and photo walkthroughs; learn layouts, bedding, amenities, quirks, parking, access instructions, recreation pass usage, and any "good to know" details for guests.
Stay current on local events and updates by checking event calendars, tourism sites, and community pages (including Sea Ranch Association updates and relevant local Facebook groups).
Use your local and property knowledge proactively to help guests plan better stays, avoid common issues, and feel confidently looked after from booking to checkout.

What we look for
Excellent spoken English and good written english with a warm, helpful tone. Spoken English is the most important requirement.
Hospitality mindset (you enjoy caring for people, not just closing tickets)
Strong ownership and follow-through, especially on busy days
Detail-oriented and eager to learn homes, markets, and local context
No prior experience with Guesty, Breezeway, Akia, or Zoom Phone is required. We will teach you the software and the process.
Reliable internet and a quiet, professional work environment

How to apply
Please submit the following:
Resume/CV
2-minute video recording introducing yourself and your experience (English)
Speedtest.net result (screenshot)
Short written samples: How would you respond to the following guest messages?
"The hot tub isn't heating. Can you help?"
"Can we request a late checkout tomorrow?"
"We're staying in Sea Ranch — any recommendations for a great dinner spot nearby?"
Short written samples: These three guests message you at the same time. In what order would you respond and why?
"We can't get into the home, the code isn't working."
"The Wi-Fi is slow and we need it for work."
"Can we check out one hour later?"

Email subject line: "Sonoma Coast Guest Experience Specialist - Sun-Thu - [Your Name]"