Guest Experience Manager - Remote

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.

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.

• 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

• 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.

• 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).

• 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.

• Oversee and quality-check all property listings in Guesty and across all OTAs (Airbnb, Vrbo, , 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

• 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…