Guest Experience Coordinator

Del Mar Vacations • Orleans, MA

113d

About The Position

Are you the kind of person who makes every guest feel like a VIP? Do you love delivering seamless, heartfelt service and solving problems before they become issues? We’re looking for a Guest Experience Coordinator to join our team and be the frontline hero for in-stay support, post-stay care, and everything in between that ensures 5-star stays.

Requirements

• Excel at communication—clear, kind, and calm under pressure
• Are naturally empathetic and love turning challenges into delightful moments
• Can manage multiple tasks and pivot priorities fluidly throughout the day
• Are comfortable using platforms like HubSpot, Google Suite, Zuper, and Guesty
• Bring a guest-first mindset to everything you do

Responsibilities

• Serve as the primary point of contact for guest service requests and issues during their stay; troubleshooting issues. You’ll be a professional problem solver!
• Respond promptly via text, email, or phone to resolve concerns with empathy and efficiency
• Coordinate with internal teams (landscape, cleaning + maintenance, etc.) to ensure timely resolution
• Communicate proactively with upcoming guests about known issues or service alerts
• Monitor and manage HubSpot guest experience inboxes
• Follow up on open service tickets and confirm resolution satisfaction
• Follow up on check-in messages (we call them wellness checks) to guests during their stay
• Make check-out calls and gather feedback to improve future stays
• Reach out to past guests post-stay to encourage 5-star reviews on Airbnb and VRBO
• Submit guest reviews to HubSpot for tracking
• Manage Lost & Found communication and coordination
• Handle refunds and escalated guest concerns with care and professionalism
• Monitor Slack for urgent guest updates and internal requests
• Track and escalate guest trends or recurring issues to leadership
• Support early check-in coordination and approval workflows
• Assist with documentation and record-keeping related to guest issues
• Review voicemails and respond or escalate as needed
• Maintain accurate records in the Refund Pipeline

Benefits

• Amazing co-workers
• 2 weeks of vacation time + 1 week of sick time
• Partially subsidized health insurance (we pay 75% for you + your family members for the
• 401k with up to 4% match
• Professional development opportunities
• Yearly bonus program (and other rewards and recognition both big and small)
• Opportunities to engage with each other and the wider community

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed