This is a fully remote role open to candidates based in Latin America.

High professional proficiency in English required. This role operates primarily in English and requires the ability to confidently lead a team, communicate with guests by phone and in writing, manage complex or sensitive guest situations, and communicate effectively with internal stakeholders.

About Fieldtrip

Fieldtrip is a California-based hospitality company managing a curated collection of thoughtfully designed homes across iconic desert destinations. We are focused on delivering a seamless, high-quality guest and owner experience through strong team collaboration, clear processes, and consistent service standards.

Our team operates in a fast-paced, hands-on environment where accountability, communication, and attention to detail are key. We value individuals who take ownership of their work, support their teammates, and contribute to a positive, solutions-oriented culture.

About the Role

We’re looking for a hands-on Guest Experience Manager who leads from the front, not from behind a desk. This role is responsible for overseeing the full reservations pipeline and guest journey, while actively working alongside the team to deliver a high-touch, seamless experience.

This is not a “manage from above” role. You’ll be involved in the day-to-day; taking inquiries, stepping into shifts, coaching in real time, and setting the standard for what great service looks like.

The idóneo candidate combines hospitality instincts, strong leadership, operational discipline, and a problem-solving mindset.

What You’ll Do





Lead the Guest Experience Team

- Own the end-to-end guest journey; from first inquiry to post-stay follow-up
- Ensure every interaction reflects a high-quality, thoughtful, and personalized experience
- Identify gaps in the guest journey and implement improvements

Manage & Elevate the Reservations Team
- Hire, train, and develop a high-performing reservations team
- Set clear expectations and hold the team accountable to performance standards
- Coach in real time; providing feedback, improving communication quality, and closing gaps
- Build a culture of ownership, urgency, and attention to detail

Drive Performance
- Oversee reservations pipeline: inquiries, follow-ups, conversions, and bookings
- Ensure response time standards and follow-up cadences are consistently met
- Track and improve KPIs (conversion rate, response time, booking value, guest satisfaction)
- Balance guest experience with revenue outcomes in day-to-day decision-making
- Partner with leadership to align demand and conversion strategies

Be in the Work
- Step into shifts as needed; handling guest inquiries, calls, and bookings
- Support the team during peak periods, staffing gaps, or high-demand windows




- Lead by example in tone, responsiveness, and service quality

Operational Excellence
- Maintain CRM accuracy and pipeline integrity (lead status, notes, follow-ups, sources)
- Refine SOPs for reservations, communication, and guest experience
- Ensure consistency across all guest communications (email, SMS, phone)

What We’re Looking For

- 5+ years in hospitality, guest services, or reservations (vacation rentals or luxury hospitality preferred)
- 3+ years of proven experience managing and developing teams
- Strong leadership style rooted in accountability, clarity, and support
- Comfortable being both strategic and highly hands-on
- Excellent communication skills; written, verbal, and guest-facing
- High professional proficiency in English
- Experience with CRM systems and reservations pipelines
- Ability to perform under pressure and adapt in fast-paced environments

What Sets You Apart

- You don’t just manage; you coach, fix, and improve in real time
- You hold a high bar and don’t let things slip
- You’re just as comfortable taking a guest call as you are reviewing performance metrics
- You lead by doing and teaching, not delegating everything

Success in This Role Looks Like

- Faster response times and stronger follow-up consistency
- Increased lead-to-booking conversion rates
- Reduced cancellations and refunds through better guest alignment and communication
- A team that performs independently, but improves continuously
- Guests who feel taken care of, not processed

📌 Guest Experience Manager (Argentina)
🏢 Fieldtrip
📍 Argentina