Guest Experience Coordinator

This is a Fully Remote Job

About Our Client:

The organization operates in the vacation rental industry, offering exceptional homes in prominent ski towns and coastal retreats across the country. It addresses the challenge of ensuring high-quality, reliable vacation experiences by carefully selecting and locally managing properties, providing guests with local knowledge and genuine hospitality to enhance their stays.

About the Opportunity:

The GUEST EXPERIENCE COORDINATOR serves as the primary contact for guests, ensuring seamless communication and support throughout their stay. This role is essential in resolving guest inquiries and concerns, coordinating with local operations teams to address on-site issues promptly, and contributing to a positive overall guest experience.

Responsibilities:

• Provide timely assistance to guests via phone, email, SMS, and chat.
• Address questions related to reservations, properties, amenities, check-in/out, payments, and policies.
• Resolve guest concerns and take ownership of their needs.
• Collaborate with local Field Operations to support guests during their stay.
• Manage reservation changes, cancellations, refunds, and relocations.
• Document guest interactions and reservation details accurately.
• Escalate issues when additional support is needed.
• Handle multiple conversations and tasks while maintaining responsiveness.
• Follow policies and use judgment to balance guest and business needs.
• Work collaboratively with guest experience teams and other departments.
• Adapt to changing priorities and seasonal demand fluctuations.
• Perform other duties as required.

Requirements:

• Experience in hotel, hospitality, vacation rental, or similar industries preferred.
• Strong problem-solving skills and composure under pressure.
• Ability to work independently and stay connected in a remote environment.
• Detail-oriented with strong organizational skills.
• Ability to manage multiple tasks and conversations simultaneously.
• Comfortable with various technology platforms and communication tools.
• Good judgment within established guidelines.
• Strong collaboration and communication skills.
• Dependable and adaptable to shifting priorities.
• Tech-savvy and comfortable with mobile and software applications.
• Clear and thoughtful communication skills.
• Reliable internet connection for fully remote work.
• Availability for weekend and holiday shifts.
• Valid driver’s license and transportation may be required for some positions.
• Successful completion of background check required.

Pay Range and Compensation Package:

• $18.50 - $22.50 per hour or annual equivalent before deductions and withholdings.
• Schedule details to be determined; hours generally 12 p.m. to 9 p.m. MST.
• Weekend and holiday work may be necessary.

Benefits & Perks:

• Health, Dental, and Vision Insurance
• 401(k) plan with company match
• Paid Time Off and Holidays (non-exempt employees)
• Paid Flexible Time Off and Holidays (exempt employees)
• Paid Sick Leave

Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.

Note:

TalentHop is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.