Guest Communications Manager

About the Role

The Guest Communications Manager delivers an exceptional, consistent guest experience across the Hallson portfolio, ensuring escalations are rare. Reporting to the Director of Guest Experience, this role leads and coaches the Guest Experience Agents team, provides hands-on guest support at Starr Piano Suites, and ensures every guest interaction reflects Hallson's standard of care. The Guest Communications Manager implements the guest communication strategy from booking to checkout, handles escalations personally, and serves as Manager on Duty during scheduled shifts, bridging communication between Guest Experience and Operations.

This is a self-sufficient role ideal for a self-starter who takes initiative, works well without close oversight, and actively improves Guest Experience operations. As Hallson scales quickly, this role will grow with new properties, systems, and responsibilities.

Responsibilities

• Team Leadership & Coaching
  • Serve as the direct manager for all virtual Guest Experience Agents.
  • Coach and train agents on communication quality, tone, and brand voice to ensure consistency.
  • Monitor agent response times and communication quality, providing ongoing feedback.
  • Lead day-to-day performance, process, and coaching conversations with team members.
  • Identify training gaps and run sessions, including onboarding for new hires.
  • Own team scheduling, staffing logistics, and onboarding of new hires.
  • Partner with the Director of Guest Experience on hiring and termination decisions for agents.
• Starr Piano Suites Guest Communication
  • Own guest communication for Starr Piano Suites, especially for multi-suite group bookings.
  • Coordinate with guests and group organizers to confirm arrival details and special requests.
  • Greet high-profile or high-needs guests in person for select stays.
  • Work on-site during high-turnover days to assist with luggage drop-off and guest arrivals.
  • Monitor stays in real time and resolve issues on the ground.
• Proactive Guest Management
  • Implement follow-up protocols to confirm guest satisfaction throughout the stay.
  • Maintain uninterrupted guest support during technology or platform outages.
• Manager on Duty & Cross-Team Bridging
  • Serve as Manager on Duty during scheduled shifts, acting as the primary point of contact for Guest Experience Agents.
  • Bridge real-time communication between Guest Experience and Operations/Maintenance.
  • Make timely decisions on in-the-moment guest issues (refunds, service recovery, dispatching help).
  • Document incidents clearly for hand-off to the Director and Operations.
• Guest Escalations
  • Serve as the primary point of contact for guest escalations and unhappy-guest situations.
  • Handle escalated guest calls directly, staying calm and solution-focused.
  • Own service recovery decisions, including refunds, and see cases through to resolution.
  • Monitor escalation trends and flag recurring root causes to the Director.
  • Provide specialized attention to bookings at newly onboarded properties to prevent service disruptions.
• Reporting
  • Provide regular operational summaries and surface trends to the Director.
  • Document incidents and escalations with clear context on what was tried and where breakdowns occurred.

Requirements

• 2+ years in hospitality, guest services, or short-term rental operations (Airbnb, VRBO, or similar).
• Proven track record of maintaining high guest-satisfaction ratings under pressure.
• Proficiency with property management systems (Guesty preferred) and multi-channel guest communication platforms.
• Tech-savvy and comfortable learning and adapting to new tools, including AI tools for efficiency.
• Excellent written communication with a professional, empathetic, solution-oriented style.
• Strong service recovery, conflict resolution, and triage skills.
• Comfortable handling guest escalations by phone, not just in writing.
• Experience coaching, training, or supervising a team.
• A self-starter who takes initiative and operates effectively with minimal oversight.
• Proactively identifies and helps implement process improvements.
• Excited to grow with a fast-scaling company and comfortable with change.

Schedule

• Location: Hybrid, based in Nashville, TN. Candidates must live locally and be able to work on-site at Starr Piano Suites on high-turnover days.
• Work Days: Thursday through Sunday, 8:00 AM - 6:00 PM.
• Days Off: Monday, Tuesday, and Wednesday.
• Manager on Duty: Acts as Manager on Duty for every scheduled shift (Thursday-Sunday), serving as the point of contact for all Guest Experience Agents.
• Flexibility: Willingness to extend hours or respond outside the standard window for significant guest or property issues.

Benefits

• Annual salary based on experience and achievement.
• Paid time off, including PTO, sick days, and vacation days.
• Health insurance.
• Dental insurance.
• Vision insurance.
• Short-term disability insurance.
• 401(k) option.
• Employee recognition programs.