Virtual Guest Services Coordinator – AI‑Enhanced Communication, Multi‑Platform Property Management & Vendor Relations (Contract‑to‑Hire)

About arenaflex

arenaflex is a fast‑growing leader in the hospitality‑technology space, delivering seamless guest experiences across short‑term rental platforms, boutique hotels, and vacation property portfolios. Our mission is to blend cutting‑edge artificial intelligence with human‑centered service, ensuring every traveler feels welcomed, supported, and delighted from the moment they book until they check out. As we expand our remote team, we are seeking a dynamic Virtual Guest Services Coordinator who thrives in a fast‑paced environment, loves multitasking, and can represent the arenaflex brand with professionalism and empathy.

Why This Role Matters

In today’s digital‑first travel landscape, guests expect instant, personalized communication and flawless problem resolution. As a Virtual Guest Services Coordinator, you will be the voice of arenaflex, handling inquiries, managing reservations, and coordinating with vendors to maintain property standards. Your ability to leverage AI tools—especially advanced language models like ChatGPT—to craft on‑brand messaging will directly influence our ratings, Superhost status, and overall brand reputation.

Key Responsibilities

• Guest Communication & Support
  • Answer inbound calls and VoIP messages from guests and vendors with clear, courteous English.
  • Utilize AI‑driven messaging platforms to draft, personalize, and send pre‑arrival, in‑stay, and post‑stay communications that reflect arenaflex’s brand voice.
  • Screen potential guests, verify reservation details, and ensure compliance with property policies.
  • Resolve guest issues across multiple booking platforms (including arenaflex‑branded portals) promptly and professionally.
  • Write and respond to guest reviews, turning feedback into actionable insights and positive public perception.
• Vendor & Operations Coordination
  • Report maintenance and damage incidents to the Operations team via the arenaflex Teams channel.
  • Submit damage claims through the arenaflex Shield system for reimbursement and track claim status.
  • Build, manage, and report on in‑house maintenance labor schedules, ensuring timely resolution of repair requests.
  • Maintain relationships with third‑party vendors, coordinating services for tertiary market properties.
• Internal Collaboration & Reporting
  • Escalate complex issues to Management through Slack, providing concise summaries and recommended actions.
  • Prepare weekly operational reports that include guest satisfaction metrics, maintenance activity, and financial reconciliations.
  • Assist the finance team with onboarding accounting systems, applying a working knowledge of business financials.
• Performance & Quality Assurance
  • Consistently achieve 5‑star guest ratings and contribute to maintaining arenaflex’s Superhost status.
  • Monitor key performance indicators (KPIs) such as response time, resolution rate, and guest sentiment.
  • Participate in regular training sessions to stay current on AI tools, platform updates, and hospitality best practices.

Essential Qualifications

• Fluent, native‑level English proficiency with impeccable grammar and pronunciation for phone and written communication.
• Proven experience in virtual guest services, hospitality support, or a related customer‑facing role.
• Demonstrated ability to switch seamlessly between multiple tasks and prioritize a dynamic to‑do list.
• Hands‑on experience with AI‑driven communication tools, especially ChatGPT or comparable large language models.
• Comfortable using VoIP technology for real‑time conversations with guests and vendors.
• Availability to work during Central and Eastern U.S. time zones, specifically Thursday & Friday 3 PM – 11 PM CST.
• Strong organizational skills and a detail‑oriented mindset for tracking maintenance issues and financial data.

Preferred Qualifications

• Prior exposure to property‑management platforms such as arenaflex (formerly known as Guesty) or similar systems.
• Experience handling reservations on major travel sites, including arenaflex‑branded portals, VRBO, and hotel chains.
• Background in vendor management for third‑party service providers in the hospitality sector.
• Basic understanding of accounting principles and experience supporting finance teams during system migrations.
• Familiarity with Slack, Trello, or other collaboration tools for internal communication.

Core Skills & Competencies

• Communication Excellence: Ability to convey information clearly, empathetically, and persuasively across phone, email, and chat.
• AI Literacy: Proficiency in prompting, editing, and supervising AI‑generated content to ensure brand alignment.
• Problem‑Solving: Quick identification of guest pain points and deployment of effective solutions.
• Time Management: Efficiently juggle concurrent responsibilities while meeting strict response‑time SLAs.
• Technical Agility: Comfortable navigating multiple software platforms, CRM tools, and communication channels.
• Team Collaboration: Strong interpersonal skills for working with operations, finance, and management teams.

Career Growth & Learning Opportunities

arenaflex invests heavily in employee development. As a Virtual Guest Services Coordinator, you will have access to:

• Monthly workshops on AI advancements, hospitality trends, and customer experience design.
• Mentorship programs pairing you with senior operations leaders to accelerate your career trajectory.
• Opportunities to transition into full‑time roles in operations management, vendor relations, or AI‑content strategy after the initial contract period.
• Certification support for industry‑recognized credentials such as Certified Hospitality Supervisor (CHS) or AI Prompt Engineering.

Work Environment & Culture at arenaflex

Our remote‑first culture celebrates flexibility, autonomy, and continuous learning. We foster an inclusive environment where diverse perspectives are valued, and every team member is encouraged to share ideas. Key cultural pillars include:

• Innovation: We experiment with emerging technologies to stay ahead of the hospitality curve.
• Collaboration: Regular virtual huddles, cross‑functional brainstorming sessions, and open‑door Slack channels keep us connected.
• Well‑Being: Flexible scheduling, mental‑health resources, and a supportive leadership team prioritize work‑life balance.
• Recognition: Performance bonuses, “Guest Hero” awards, and public acknowledgment of outstanding service.

Compensation, Perks & Benefits

While exact salary details will be discussed during the interview process, candidates can expect a competitive hourly rate commensurate with experience, plus the potential for performance‑based incentives. Additional benefits include:

• Remote‑work stipend for home office setup.
• Paid time off and sick leave.
• Access to a comprehensive health, dental, and vision insurance package (for full‑time conversion).
• Professional development budget for courses, certifications, and conferences.
• Opportunities for overtime or additional overnight shifts (11 PM – 7 AM CST) for qualified candidates.

Application Process

If you are a proactive communicator with a passion for hospitality, AI, and delivering five‑star experiences, we want to hear from you. To apply, click the link below, submit your resume, and include a brief cover letter highlighting your experience with AI‑driven guest messaging and multi‑platform support.

Apply Job!

Join arenaflex and Shape the Future of Guest Experience

At arenaflex, you will be part of a visionary team that redefines how travelers interact with technology and hospitality. Your contributions will directly impact guest satisfaction scores, operational efficiency, and the overall growth of a brand that values innovation and human connection. Take the next step in your career—apply today and become a cornerstone of arenaflex’s success story.