Job Description
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.
Company Profile
Our client is a residential real estate leasing company and a locally rooted, family-owned vacation rental management firm serving Northern New Mexico, including Santa Fe, Taos, Angel Fire, and Red River. They manage more than 150 properties and were built out of a deep love for the region, with a focus on providing elevated stays for guests and exceptional stewardship for homeowners. They specialize in short-term rentals, vacation rental management, and property management.
Job Description
The Guest Experience team will own:
- 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
Role and Responsibilities
- 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.
Team Leadership & Coaching
- 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).
Guest Experience & Operations
- 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.
Property Listing Management & OTA Updates
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
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.
Local Knowledge & Expertise
- Own the knowledge base for all New Mexico homes and markets: Santa Fe, Taos, Angel Fire, and Red River.
- Maintain deep understanding of seasonal rhythms, weather and road impacts, and guest expectations unique to each area.
- Stay up to date on restaurants, local events, activities, and experiences to ensure the team can provide personalized, concierge-level recommendations.
- Ensure the Guest Experience team knows home layouts, amenities, quirks, access instructions, and “good to know” details through Matterport walkthroughs and photo reviews.
Tools, Systems, and Processes
- Coach the team on efficient, accurate, consistent use of all tools.
- Identify workflow gaps and propose improvements that strengthen the guest journey and team performance.
- Provide weekly reporting on SLAs, trends, and opportunities
- Identify recurring issues and implement practical improvements to reduce friction and improve reviews
Manager Success Measures
- The guest journey feels warm, seamless, and elevated.
- Message response times and phone SLAs are consistently met (messages within 15 minutes; calls within 30 seconds).
- The team feels supported, confident, and connected.
- Escalations are handled calmly and resolved with care.
- Workorders and tasks are clear, complete, and closed-loop. No missed workorders.
- Monthly average rating stays above 4.85+ with review rate above 80%+.
- The team embodies elevated hospitality every day.
- A team culture that feels like hospitality, not a help desk.
- Comfortable leading day-to-day operations inside Guesty, Breezeway, and RingCentral.
Job Type: Permanent
Employment Type: Full-time
Schedule: Monday to Friday, 7:00 AM to 11:00 PM Mountain Time (MDT) – 9:00 PM to 1:00 PM Philippines Time (PHT)
Location: Work From Home
Industry: Real Estate
