Guest Experience Manager
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Job Description
Guest Experience Manager managing guest communications and operations in a real estate leasing firm. Leading a team to enhance guest experiences across various properties while ensuring quality and service standards.
Responsibilities:
- 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.
- Review message threads and calls to ensure tone, clarity, accuracy, and elevated hospitality.
- Coach the team to uphold company standards in every interaction.
- Support the team in meeting SLAs and monthly quality goals tied to our 5-Star Bonus Pool.
- Demonstrate calm, empathetic communication during escalations and model elevated hospitality under pressure.
- Provide daily support and real-time guidance to Guest Experience Agents.
- Run weekly 1:1s focused on tone, communication, efficiency, and problem-solving.
- Provide shadowing, feedback, and continuous coaching.
- Help build a positive, supportive team culture rooted in hospitality, care, and growth.
- Oversee shift scheduling and ensure full coverage across peak periods (including weekends).
- Monitor queues, ticket volume, and coverage to ensure fast and warm responses.
- Solve escalated issues with confidence, empathy, and well-considered judgment.
- Ensure smooth handoffs and detailed documentation for local field teams.
- Own quality control across guest communication, workorder clarity, and task follow-through.
- Support the team in delivering concierge-level stays across all markets.
- Oversee and quality-check all property listings in Guesty and across all OTAs (Airbnb, Vrbo, Booking.com, etc.).
- Ensure every listing is accurate, consistent, and reflects our elevated hospitality standards.
- Lead seasonal updates: amenities, photos, descriptions, policies, access notes, and market-specific highlights.
- Audit listings regularly for clarity, tone, accuracy, and brand alignment.
- Work with Agents to correct gaps, improve listing quality, and add new information from inspections, field reports, or homeowner updates.
- Partner with leadership to optimize listing content for search visibility, guest clarity, and better pre-arrival communication.
- Ensure every property description enhances the guest journey, reduces friction, and helps set the expectation for a five-star stay
Requirements:
- Minimum of 3 to 5 years of experience in Guest Experience Management
- Experience overseeing a team of at least 5 to 10 people.
- Hospitality, short-term rental, or property management experience (hotel, vacation rental, Airbnb/Vrbo operations, etc.)
- Experience managing guest journeys end-to-end, not just call handling performance
- Strong escalation management and problem solving in real-world hospitality scenarios
- Operational ownership across messaging, work orders, cleaning coordination, and field team handoffs
- Guesty PMS - ***specific experience is preferred but not required. ***
- Familiarity with any OTA listing management, and hospitality operations tools
- Coaching teams to deliver warm, concierge-level service, not just SLA compliance
- Comfort operating in a fast-moving environment where judgment and ownership matter more than scripts and scorecards
- Experience working in an environment where the VA team works hand in hand with a local operations team.
- ·Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Strong problem-solving skills.
- Attention to detail.
- A friendly and approachable demeanor.
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