Guest Experience Manager - Remote

Overview

This is a great opportunity for someone who wants to grow with a fast-growing hospitality company, gain hands-on experience, and make a real impact in a supportive and forward-thinking team environment.

In Short

• Proactive outreach and warm guest engagement that drives five-star stays
• Guest messaging and phone communication
• Workorder coordination and task follow-through
• Cleaning scheduling and day-to-day coordination with our local team and vendors
• Champion the Elevated Promises (Quality & Standards)
• Lead by example in delivering warm, proactive, responsive guest communication.
• Support the team in meeting SLAs and monthly quality goals tied to our 5-Star Bonus Pool.
• Monitor queues, ticket volume, and coverage to ensure fast and warm responses.
• Oversee and quality-check all property listings in Guesty and across all OTAs.
• Ensure every property description enhances the guest journey.

Requirements

• Experience in hospitality or customer service roles
• Strong communication and interpersonal skills
• Ability to manage and lead a team
• Proficient in property management systems
• Ability to handle escalated issues with empathy and judgment
• Detail-oriented with a focus on quality control
• Experience with OTA platforms like Airbnb, Vrbo, Booking.com
• Strong organizational skills
• Ability to work in a fast-paced environment
• Knowledge of the local area and attractions

Benefits

• Opportunity for career growth within a supportive team
• Hands-on experience in the hospitality industry
• Flexible working hours
• Collaborative and positive work culture
• Potential for performance bonuses
• Access to training and development programs
• Employee discounts on services
• Health and wellness benefits
• Remote work flexibility
• Engaging team-building activities