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Step 1: Click "Apply via LinkedIn," which will take you to the job description. Click "Apply Now" and log in to your existing VPM Solutions account, or sign up to create your Freelancer Profile.
Step 2: Update your profile.
Step 3: Search for the Job Title.
Step 4: Click "Apply Now" and submit your application.
About the Role
We’re looking for a hands-on Guest Experience Manager who leads from the front, not from behind a desk.
This is a leadership role responsible for overseeing the full reservations pipeline and guest journey while actively working alongside the team to deliver a high-touch, seamless experience.
This is not a “manage from above” role. You’ll be involved in the day-to-day operations—taking inquiries, stepping into shifts, coaching in real time, and setting the standard for what exceptional service looks like.
What You’ll Do
Lead the Guest Experience Team
- Manage a team of 6 Guest Service Associates, overseeing the end-to-end guest journey from the first inquiry through post-stay follow-up.
- Ensure every guest interaction reflects a high-quality, personalized experience.
- Identify gaps in existing SOPs and implement improvements.
- Handle high-stakes and sensitive guest resolution cases.
Manage & Elevate the Reservations Team
- Hire, train, coach, and develop a high-performing reservations team.
- Set clear expectations and hold the team accountable to performance standards.
- Provide real-time coaching and feedback to improve communication quality and close performance gaps.
- Build a culture centered around ownership, urgency, accountability, and attention to detail.
Drive Performance
- Oversee the full reservations pipeline, including inquiries, follow-ups, conversions, and bookings.
- Ensure response-time standards and follow-up cadences are consistently met.
- Track and improve key performance indicators, including:
- Conversion rates
- Response times
- Booking value
- Guest satisfaction
- Balance guest experience with revenue outcomes in day-to-day decision-making.
- Partner with leadership to align demand and conversion strategies.
Be in the Work
- Step into shifts as needed and personally handle guest inquiries, calls, and bookings.
- Support the team during peak periods, staffing gaps, and high-demand windows.
- Lead by example in communication, responsiveness, professionalism, and service quality.
Operational Excellence
- Maintain CRM accuracy and reservations pipeline integrity, including lead status, notes, follow-ups, and sources.
- Refine and improve SOPs for reservations, communication, and guest experience.
- Ensure consistency across all guest communications, including email, SMS, and phone.
What We’re Looking For
- 5+ years of experience in hospitality, guest services, or reservations.
- Vacation rental or luxury hospitality experience is strongly preferred.
- 3+ years of proven experience managing and developing teams.
- Excellent written and verbal English communication skills.
- Must be comfortable communicating with and navigating the expectations of demanding luxury clientele.
- Must have previous experience working with a U.S., Canadian, Australian, or UK-based employer.
- Strong leadership style rooted in accountability and ownership.
- Comfortable operating at both a strategic and highly hands-on level.
- Strong written, verbal, and guest-facing communication skills.
- Experience working with CRM systems and reservation pipelines.
- Ability to negotiate and confidently handle difficult conversations with high-value guests.
What Sets You Apart
- You have a proven track record of successfully handling difficult, high-stakes customers.
- You don’t simply manage—you coach, fix, and improve in real time.
- You have exceptional attention to detail and don’t let important things slip.
- You’re just as comfortable taking a guest call as you are reviewing performance met