Guest & Owner Experience Specialist - Nashville

GoodNight Stay•Nashville, TN

20h•Onsite

About The Position

Goodnight Stay is seeking a Guest & Owner Experience Specialist in Nashville to join their team. This role is crucial in bridging communication between the company, guests, and homeowners. The primary focus is on delivering exceptional guest experiences by managing communications from booking to checkout, ensuring smooth reservations, and providing support. Additionally, the specialist will assist the Owner Success Manager with owner relations, including maintaining property records, supporting owner communications, assisting with inspections, and ensuring homeowners feel informed and valued. This dynamic, relationship-driven role requires strong communication, organization, and a passion for hospitality.

Requirements

Vacation rental property management experience recommended (training provided on systems and processes).
Background in hospitality, property management, real estate, or maintenance is a strong plus.
Reliable personal vehicle and valid driver's license.
Smartphone for field communication, reporting, and task management.
Availability to work weekdays and weekends, up to 40 hours per week.
Basic toolkit and maintenance knowledge a plus.
Ability to climb stairs and lift up to 25 lbs unassisted.

Nice To Haves

Calm under pressure
Empathetic
Organized & efficient
Strong communicator
Relationship-minded
Tech-comfortable
Detail-oriented
Team player

Responsibilities

Manage inbound and outbound guest interactions across phone, text, email, and web-based platforms.
Monitor and respond to booking platform messages to answer questions, deliver home access instructions, verify payments, and handle reservation changes.
Collaborate with teammates to identify, plan, and resolve potential guest issues.
Learn and clearly communicate all Goodnight Stay services, policies, and updates.
Handle simultaneous calls, online messages, and Slack communications with efficiency and composure.
Route maintenance and field requests as needed and coordinate repairs with vendors.
Process guest payments and booking modifications.
Handle difficult guest situations with empathy and composure, working with the team to reach positive resolutions.
Assist with onboarding new homeowners by explaining PMA terms.
Consistently update and audit property and owner profile information.
Serve as a secondary point of contact between owners and internal departments, coordinating owner requests and creating work orders.
Support the notification process for significant incidents or charges and assist in obtaining owner approvals.
Review property maintenance and housekeeping inspection records; assist with or conduct quarterly property visits.
Review service charges and supporting information for owner monthly statements.
Help deliver proactive updates, market insights, and newsletters to owners.
Assist in managing day-to-day tasks for field specialists.
Support the Owner Success Manager and collaborate with other departments on owner retention, referral, branding, and business development.
Champion and uphold Goodnight Stay's core values, mission, and vision.
Log all guest interactions, owner communications, issues, and resolutions within the property management tool.
Participate in weekly department meetings and team touchpoints.
Learn and use all systems that support daily operations.