Guest Experience Manager - Short Term Rentals

Job Title: Guest Experience Manager
Company Overview:
Join our dynamic and growing short-term rental business, where we provide exceptional guest experiences across our expanding portfolio of properties. We are committed to seamless operations, outstanding hospitality, and maximizing property owner profitability. As a key player in our team, you will ensure that every guest has a smooth and enjoyable stay while maintaining operational efficiency.

Position Overview:
The Guest Experience Manager is responsible for overseeing guest communications, handling reservations, coordinating with the ops manager, and ensuring a seamless guest experience. This role requires a detail-oriented individual with excellent communication skills, problem-solving abilities, and a passion for hospitality. We are looking for a self-starter who over-delivers, is passionate about providing a high-level guest experience, and isn’t afraid to call, text, or email customers to ensure satisfaction and resolve issues.

Key Responsibilities:
Daily Tasks:

• Respond to all guest messages promptly and professionally throughout the day.
• Review both unread and read messages to ensure all guest inquiries and issues are addressed.
• Provide backup access codes to guests experiencing lock connectivity issues before 2 PM daily.
• Confirm upsells in Enso and ensure guest add-ons are fulfilled.
• Monitor early check-ins and adjust cleaning schedules accordingly.
• Check for late check-outs and coordinate cleaning schedule updates as needed.
• Create maintenance or delivery tasks for in-house guest concerns.
• Respond to all new guest inquiries efficiently to maximize booking potential.
• Follow up on unpaid balances from daily Guesty reports and request payments.
• Initiate and manage reimbursement requests for guest damages reported by the cleaning team.
• Manage direct and mid-term guest reservations.

Monthly Tasks (to be completed within the first 3 days of each month):

• Account for Airbnb refunds in Guesty.
• Notify the Operations Manager once monthly tasks are complete.

Qualifications & Skills:

• Strong written and verbal communication skills.
• Highly organized with excellent attention to detail.
• Ability to work independently and manage time effectively in a remote environment.
• Customer service-oriented mindset with the ability to handle guest concerns professionally.
• Comfortable using digital tools and property management platforms such as Guesty and Enso.
• Problem-solving skills and the ability to make quick, sound decisions.
• Flexibility to handle urgent guest communications outside of standard business hours.
• Proactive communicator who is comfortable calling, texting, and emailing guests to resolve issues and enhance their experience.

Why Join Us?

• Competitive Compensation: $20/hour. We expect about 20 hours per week.
• Growth Opportunities: We are a fast growing start-up. Potential for advancement within the company or support in building your own business in the short-term rental industry.
• Flexible Work Environment: Hybrid remote work.
• Hands-On Learning & Mentorship: Gain direct insight into short-term rental operations and entrepreneurship.

Application Details:

• Job Type: Part-time
• Schedule: Flexible with the ability to handle urgent guest communications as needed.
• Location: Hybrid remote; must be able to commute to downtown Louisville, KY, for on-site property management as needed.

Application Questions:

• What excites you about this position and the short-term rental industry?
• Are you able to dedicate 10-15 hours per week to onsite inventory and property management in downtown Louisville?

If you’re passionate about hospitality and creating unforgettable guest experiences, we’d love to hear from you!

Job Type: Part-time

Pay: $15.00 - $25.00 per hour

Expected hours: 20 – 25 per week

Work Location: Hybrid remote in Louisville, KY 40202

Salary : $15 - $25