Guest Experience Agent

Blue Gems About The Brand Blue Gems manages vacation homes around Orlando, Florida — the theme-park corridor and the resort communities that ring it. Our guests are almost always families on a trip they saved for, arriving late, tired, with children. Getting the first ten minutes of their stay right is most of the job. The role You are the voice a guest hears when something has gone right and, more importantly, when something has gone wrong. Most of the day is messages and calls: pre-arrival questions, door codes that will not work, a hot tub that is cold, a late checkout request, a booking that needs moving. Some of it is proactive — spotting that a guest arriving at 11pm has not confirmed they know where the key is, and getting ahead of it. The job is judgement under time pressure, in writing, in English, all day. Unreasonable hospitality We hold ourselves to what Will Guidara calls unreasonable hospitality: doing the thing nobody asked for, that nobody would have missed, and that they will tell someone about. A guest mentions in a message that it is their daughter's birthday, and there is something waiting on the counter when they walk in. An owner asks a question on a Sunday and gets a real answer, from a person, before Monday. We do not measure this in a survey. We measure it in whether the person on the other end felt looked after by someone who was paying attention. Everyone here is expected to notice things, and everyone here is trusted to act on what they notice with