Type Virtual / Remote — Messaging only, no phone calls CLIENT is a luxury floating home company offering unique short-term rental experiences on stationary docked vessels across East Coast U.S. waterfront markets, including Baltimore Inner Harbor, Canton/Fells Point, National Harbor (near Washington D.C.), Virginia Beach, and Myrtle Beach. We manage 15 distinctive properties, each offering a premium waterfront stay unlike anything else in the market. The Day Shift Guest Relations VA exists to deliver fast, clear, and on-brand communication across the full guest journey: pre-booking, pre-stay, in-stay, and post-stay. This role protects the clients brand by setting accurate expectations, resolving routine questions efficiently, and escalating issues early with complete documentation to ensure nothing falls through the cracks between shifts. Day Coverage VAs manage higher message volume and full lifecycle support, including pre-booking inquiries, pre-arrival confirmations, coordination with operations and cleaning teams, and active in-stay service recovery. The day role focuses on preventing issues, clarifying expectations, and driving resolutions to completion. What Success Looks Like • Guests receive timely responses (under 15 minutes) that reduce confusion and prevent issues. • Messages are consistently professional, warm, and aligned with CLIENT standards. • Routine questions are handled independently using SOPs and approved templates. • High-risk or complex issues escalate quickly with the right context to the right person. • Shift handoffs are complete and clear so follow-ups happen without guessing. • Managers can review performance through CLIENT Connect without micromanaging. What You Own (Non-Negotiable) • Monitor all guest communication channels during your assigned shift. • Respond within SLA using approved frameworks and accurate property information. • Proactively confirm check-in essentials (arrival, access, key details) when needed. • Log every non-routine issue in CLIENT Signal with a clear summary and next step. • Complete CLIENT Handoff before shift ends, including all open loops and priorities. What You Support (But Do Not Decide) • Maintenance and operations coordination: gather details, reassure guests, escalate. • Guest dissatisfaction handling: empathy, documentation, escalation. No promises. • Policy exception requests: escalate for approval…