Guest Experience Manager

Description

Summary: The Guest Experience Manager leads and develops a team to ensure outstanding guest experiences, overseeing communications, issue resolution, and operational enhancements for high-end vacation homes. Highlights: 1. Lead and develop a Guest Experience team 2. Oversee all guest communications and issue resolution 3. Enhance overall guest satisfaction for luxury properties **Position Title:** Guest Experience Manager **Location:** Remote, Contract **Department:** Guest Experience **Reports to:** Director of Operations **Pay:** $2,400–$2,800 (USD) per month **About Emerald Stay:** Emerald Stay operates high\-end vacation homes across mountain, coastal, and lifestyle destinations. With a portfolio of over 500 homes, the majority operated on an exclusive basis, Emerald Stay combines strong local teams with centralized expertise in marketing, technology, revenue management, and guest experience to deliver award\-winning professional hospitality while keeping each home's unique character intact. Emerald Stay is part of Eterniti, a group of boutique vacation rental companies operating in iconic destinations worldwide, including France, Switzerland, Spain, the US, and the Caribbean. Eterniti partners with local operators who maintain their identity and autonomy while benefiting from shared technology, operational support, and brand development. **Position Overview:** 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. The ideal candidate will have 3\+ years of experience in short\-term rental management or hotel operations, including at least 1 year in a leadership role, and will be adept at using tools like Airbnb, VRBO, Booking.com, Expedia, and Guesty. **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. * **Guest Communications:** * Oversee guest communications before, during, and after their stay. * Ensure inquiries and bookings are handled across multiple platforms including Airbnb, VRBO, Booking.com, Direct Website, and Expedia. * 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. * **Issue Resolution:** * 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. * **Guest Experience Enhancement:** * 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. * **Operational Support:** * 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. * **Platform Management:** * Utilize short\-term rental management tools like Guesty for operational efficiency. * Ensure property listings are updated and optimized to remain competitive and appealing. **Desired qualifications:** * **Experience:** * 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. * **Skills:** * 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. * **Attributes:** * 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. **How to Apply:** Interested candidates should submit their resume and a cover letter detailing their relevant experience and interest in the position to mary@emeraldstay.com. Email subject should be: GX Manager Application \- (Your Name) Emerald Stay is an equal\-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Job Types: Full\-time, Contract Pay: $2,400\.00 \- $2,800\.00 per month Work Location: Remote