Guest Experience Coordinator, Seasonal
About The Position
This role focuses on ensuring a 5-star experience for guests at Del Mar Vacations. The Guest Experience Coordinator will be the primary point of contact for guest service requests and issues, acting as a professional problem solver. Responsibilities include responding promptly to guest concerns via text, email, or phone, coordinating with internal teams for timely issue resolution, and proactively communicating with guests about any known issues or service alerts. The role also involves managing guest experience inboxes, following up on service tickets, and ensuring guest satisfaction. Additionally, the coordinator will engage with guests through check-in messages, check-out calls to gather feedback, and post-stay outreach to encourage reviews. They will also manage lost and found communication, handle refunds, and escalate guest concerns. Administrative duties include monitoring Slack for urgent updates, tracking guest trends, supporting early check-in coordination, assisting with documentation, and maintaining records in the Refund Pipeline.
Requirements
- Excel at communication—clear, kind, and calm under pressure.
- 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.
- 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
- 2 weeks of vacation time
- 1 week of sick time
- Partially subsidized health insurance
- HSA (health savings account)
- 401k with up to 4% match
- Professional development opportunities
- Yearly bonus program (and other rewards and recognition both big and small)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
