Guest Services Coordinator (Remote)

About Voyageur Stays



Voyageur Stays is an award-winning boutique hospitality company, recently recognized as a Dezeen Design Awards finalist for one of the top hotel designs worldwide. Based in Madison, Wisconsin, we currently operate 15 suites in a historic downtown boutique hotel, 1 luxury lake property, and 35 mid-term rentals, with plans to open a reception lounge and workspace in summer 2026.


Our spaces are design-forward and handcrafted, but it’s the human side of hospitality that sets us apart. We have warm, personal, and deeply attentive service. Guests remember us not just for where they stayed, but how they felt while staying.


The Role

We’re seeking a Fully Remote Guest Services Coordinator who treats service as a craft. This is a high-trust, high-visibility role supporting a globally recognized boutique brand. You’ll handle guest communications with speed, emotional intelligence, and brand-perfect tone. You will find solutions, diffuse challenges, and create small ---------- nts that turn good stays into unforgettable ones.


You’ll work directly with the owner and have clear opportunities to grow into operations leadership if you consistently deliver excellence.


What We’re Looking For

-More than five years experience in boutique, luxury hospitality companies (hotel, serviced apartments, or luxury vacation rentals)
-Experience with both short-term and ideally mid-term stays
-Impeccable written and spoken English. Warm, concise, and on-brand communication.
-Ability to make independent decisions and know when to escalate.
-A humble learner who is also a confident decisionmaker.
-Calm under pressure, empathetic, and creative in problem-solving
-Skilled at tailoring messages. No “one size fits all” replies
-Sales, negotiation, upselling experience.
-Thrives in a small, fast-moving, evolving team
-Experience with remote work
-This is the only job you will hold


Key Responsibilities

1. Guest Communication & Problem Resolution

-Respond to guests within 10 to 15 minutes during shift hours
-Manage calls, texts, email, and booking platfor ---------- ssages
-Resolve most issues directly; escalate only sensitive or high-impact matters. Know when to escalate.
-Write brand-aligned, thoughtful replies to reviews

2. Sales

-Negotiate leases/bookings, keeping revenue/occupancy targets in mind
-Balance guest flexibility with revenue and occupancy goals
-Convert inquiries into bookings through creative solutions

3. Documentation & Admin

-Prepare leases and booking confirmations
-Maintain accurate guest records and agreements
-Use downtime for SOPs, guest feedback analysis, and service improvements

4. Collaboration

-Work closely with the owner on guest experience strategy
-Maintain smooth handoffs and clear documentation
=Protect and enhance long-term brand value through service decisions

Schedule & Coverage

-Thursday–Monday, 12 PM–8 PM CST
-Rapid replies (15 minutes or less) during shift hours are essential
-Ensure no missed calls
=This is the only position you would have

Compensation & Benefits

-$2,000–$2,500 USD/month (Full Time, 40 hours/week)
-Part-time start possible at $12–$14/hour equivalent
-Performance-based raises and bonuses
-13th month pay (prorated)
-PTO after 6 months
-Long-term growth potential in guest services and operations leadership


If you have a passion for boutique hospitality, if you’ve mastered the art of making guests feel genuinely cared for, if you want to bring that skill to a design-award-winning brand, and if you thrive in roles where every detail matters, we’d love to meet you.


We know your time is valuable. This 20-30 minute application helps us get a real sense of who you are, how you communicate, and how you think. We care deeply about finding the right fit and hope you do too.


1. Question 1:

Please review the list of preferred skills and traits as well as work schedule. Tell us more about how your experience, skills, and desired work hours fit this position. Please confirm that this would be your only job. This would be a great place to include a resume.


2. Question 2:

Have you ever worked remotely in a role where reliability and responsiveness was critical? What did you do to make sure you didn’t let anyone down?


3. Question 3:

In this role, it’s important to reply to guest messages within 10–15 minutes during your shift. Have you worked in a role like that before? If so, how did it go? If not, what might make that challenging for you?


4. Question 4:

Do you prefer working in a team environment, independently, or a mix of both? Why?


5. Question 5:

Do you prefer working for small or large companies? Why?


6. Question 6:

Tell me about a time when there wasn’t a clear policy or rule and you had to make a judgment call. What did you do?


7. Question 7:

In this role, you'll be working independently for much of your shift, since our hours won’t always overlap. We’ll be collaborating closely through hand-offs (since the owner will handle guest services in your non-working hours), shared systems, shared inbox, and regular feedback, but you’ll often be the only one actively working at a time. How do you feel about that kind of setup? What aspects do you think you’d enjoy, and what might be challenging for you?


8. Question 8:

What kind of manager do you work best with? Please keep this to 3–5 sentences. Be honest. There's no right answer.


9. Question 9:

A guest messages:


“Hi, I just arrived and the code you gave me isn’t working. I’ve been trying for 15 minutes and I’m locked out. This is not acceptable. I’m tired and frustrated. What are you going to do about this?”


Write your reply. Limit to 3–5 sentences.


10: Question 10

Briefly describe what you would do behind the scenes after sending that message. Would you escalate it or handle it yourself? Why?


11. Question 11:

You’re working on a Sunday afternoon. A guest who is staying for months messages:

“My wifi is running slowly on my game console. It's not catching up. Can you run a separate line so I can have faster wifi?"

There are no instructions in the playbook for this. What do you do next? Explain in a few sentences what actions (if any) you’d take, and why.


12. Question 12:

During your shift, you have:

-A VIP guest waiting on a late airport transfer
-A family waiting whose room is still being cleaned
-An upset caller who says they were double-charged for their stay
-A scheduled video call with a company Human Resources manager booking multiple rooms for next year
You are alone at your shift. What order do you handle these in and why?


13. Question 13:

From your experience in boutique hotels, what tools or processes have made a company successful, and what do you think most are missing that could set them apart? How would your perspective help us stand out