Customer Experience Manager – LWR Onsite

Customer Experience Manager – LWR Onsite

We are Gulf Coast Property Management (GCPM) and we assist property owners and investors with the business of renting their rental homes. We bridge the gap between property owners, residents, and guests by providing professional marketing, leasing, and management services on their behalf. We are passionate about what we do and about expanding our customer base.

$72K to $80K.

The Vacation Rental Portfolio Experience & Readiness Coordinator is responsible for proactively preparing Gulf Coast Property Management’s vacation rental portfolio to deliver outstanding guest experiences, strong guest satisfaction, and consistent 5-star review outcomes.

This position serves as a key conduit between Client Services, Guest Services, Field Operations, the Contact Center, housekeeping, maintenance, and Account Management. The role is designed to connect what guests are experiencing, what our internal teams are seeing, and what our property owners need to understand in order to improve property performance, protect reviews, and support long-term rental success.

This is not a traditional Customer Service Manager role. Rather than simply responding to guest concerns as they arise, this position is responsible for helping the company stay ahead of potential guest issues by identifying trends, monitoring property readiness, reviewing service patterns, coordinating internal follow‑up, and ensuring the right teams are aligned before concerns become negative guest experiences.

The primary focus of this position is to help ensure vacation rental properties are prepared to meet guest expectations before arrival, guest‑impacting concerns are identified and resolved quickly, and recurring property or service trends are elevated before they become larger problems. This role helps bridge the gap between front‑line guest service, field execution, and the Client Services team responsible for owner communication, property improvement recommendations, and overall portfolio performance.

This position is based out of Gulf Coast Property Management’s Lakewood Ranch office and will work closely with the Field Operations team, Account Managers, housekeeping, maintenance, and Contact Center leadership. This role includes oversight responsibilities involving the Contact Center Manager and review coordination processes while partnering with multiple internal departments to assist guests, ensure property readiness, monitor service trends, and help create consistently excellent guest experiences across the vacation rental portfolio.

The ideal candidate is extremely proactive, hospitality‑focused, highly organized, and able to identify guest issues, property concerns, and recurring trends before they impact the guest experience. This person should be comfortable reviewing guest feedback, monitoring internal tickets, coordinating with multiple departments, and helping ensure the right information gets to the right team quickly.

This role plays a critical part in protecting Gulf Coast’s reputation on OTA platforms such as Airbnb, Vrbo, and  by helping ensure properties are prepared for arrival, guest concerns are handled with urgency, and Client Services has the insight needed to support owners and improve overall property performance.

This position is based out of Gulf Coast Property Management’s Lakewood Ranch office.

While the role will primarily involve coordination through internal systems, guest communication platforms, ticketing software, and cross‑department communication, occasional property visits may be required to support guest concerns, property readiness, service recovery, quality assurance, and portfolio improvement efforts.

• Proactively monitor the vacation rental portfolio to help ensure properties are prepared to deliver outstanding guest experiences.
• Work closely with Field Operations, housekeeping, maintenance, Guest Services, and Client Services to identify and resolve property readiness concerns before guest arrival.
• Review upcoming reservations, guest feedback, open tickets, prior complaints, maintenance concerns, and…