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

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.

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