Guest Experience Manager - ES Texas

About the role

The Guest Experience Manager leads and develops our Guest Experience team, ensuring every guest has an outstanding experience from the moment they inquire about booking until after they check out. This position focuses on overseeing proactive and reactive guest communications, resolving escalated issues, onboarding new properties, and continuously enhancing overall guest satisfaction—while coaching a team of Guest Experience Representatives to deliver exceptional hospitality.

Key Responsibilities

• Team Leadership & Development:

  • Manage, coach, and develop a team of Guest Experience Representatives.
  • Set performance expectations, monitor KPIs, and provide regular feedback and reviews.
  • Create staffing schedules to ensure coverage across shifts, weekends, and holidays.
  • Onboard and train new team members on platforms, processes, and service standards.
  • Oversee guest communications before, during, and after their stay.
  • Maintain prompt, professional responses to guest messages, emails, and phone calls.
  • Ensure guests receive detailed and accurate information about properties, amenities, and local attractions.
  • Oversee check-in and check-out processes to ensure a smooth guest experience.
  • Serve as the escalation point for complex guest complaints, resolving them effectively and empathetically.
  • Liaise with on-site teams, maintenance, and housekeeping to resolve any property-related issues.
  • Ensure timely and satisfactory resolutions to all guest issues.
  • Gather and analyze guest feedback to identify areas for improvement.
  • Develop and implement initiatives to enhance the guest experience.
  • Promote additional services and upsell property amenities when appropriate.
  • Onboard new properties, ensuring listings, systems, and processes are set up accurately and ready for guests.
  • Maintain accurate records of guest interactions, reservations, and any issues in the company's information sheet and property management software.
  • Develop and refine standard operating procedures for the Guest Experience team.
  • Oversee listing of properties, updating listings, and management of listings on various rental platforms.
  • Utilize short-term rental management tools like Guesty for operational efficiency.
  • Ensure property listings are updated and optimized to remain competitive and appealing.

Requirements

• 3+ years of experience in short-term rental management, hospitality customer service, or a similar role, including at least 1 year in a supervisory or team-lead role.
• Familiarity with platforms like Airbnb, VRBO, Booking.com, Expedia, and property management tools such as Guesty, Rentals United, and Cloudbeds.
• Breezeway and Google Suite experience preferred.
• Short-Term Rental Management experience is a huge plus.
• Proven ability to lead, motivate, and develop a remote team.
• Excellent written and verbal communication skills.
• Strong problem-solving abilities and a customer-oriented mindset.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Proficiency in using CRM systems and short-term rental management software.
• Exceptional attention to detail and organizational skills.
• Friendly, approachable, and professional demeanor.
• Ability to work independently and as part of a team.
• Flexibility to work varied shifts, including weekends and holidays, as needed.

Benefits

• Competitive salary and potential for performance bonuses.
• Opportunity to work with a vibrant and passionate team.
• Career development and growth opportunities.
• A flexible work environment for remote work.
• Discounts on stays at company-managed properties.
• 2 weeks unpaid holiday per year.