Guest & Owner Experience Specialist - Nashville

GoodNight Stay, LLC • Nashville, TN

6d • Onsite

About The Position

The Guest & Owner Experience Specialist serves as a vital bridge between Goodnight Stay and the two audiences who matter most: our guests and our homeowners. Your primary focus is delivering exceptional guest experiences — managing communications across every channel from booking through checkout, ensuring reservations run smoothly, and being the calm, capable presence guests turn to when they need support. In addition, you'll work alongside our Owner Success Manager to support the owner side of the business — helping maintain property records, assisting with owner communications, supporting inspections, and ensuring our homeowners feel informed, valued, and confident in our management. This is a dynamic, relationship-driven role that demands strong communication, sharp organization, and a genuine passion for hospitality at every level.

Requirements

• Vacation rental property management experience recommended (we'll train on our systems and processes)
• Background in hospitality, property management, real estate, or maintenance is a strong plus
• Reliable personal vehicle and valid driver's license (properties are within ~10-mile radius, with expansion ongoing)
• 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

Responsibilities

• Own Guest Communication — Manage inbound and outbound guest interactions across phone, text, email, and web-based platforms with professionalism and care
• Support Reservations — Monitor and respond to booking platform messages to answer questions, deliver home access instructions, verify payments, and handle reservation changes per company guidelines
• Problem-Solve as a Team — Collaborate with teammates to identify, plan, and resolve potential guest issues before they escalate
• Know the Brand — Learn and clearly communicate all Goodnight Stay services, policies, and updates, staying current as things evolve
• Manage High Volume — Handle simultaneous calls, online messages, and Slack communications with efficiency and composure
• Dispatch & Coordinate — Route maintenance and field requests as needed and coordinate repairs with vendors in a timely manner
• Handle Payments & Booking Changes — Process guest payments and booking modifications in accordance with company guidelines
• Be a Calming Presence — Bring empathy and composure to difficult guest situations, working with the team to reach positive resolutions that uphold the Goodnight Stay brand
• New Owner Orientation — Assist with onboarding new homeowners by helping explain PMA terms as they relate to property care and use of the Owner portal
• Owner Records — Consistently update and audit property and owner profile information across software platforms to ensure accuracy
• Owner Communication Support — Serve as a secondary point of contact between owners and internal departments, helping coordinate owner requests and creating work orders as needed in alignment with current market priorities
• Notifications & Approvals — Support the notification process for significant incidents or charges, and assist in obtaining owner approvals for items exceeding PMA thresholds
• Inspection Support — Review property maintenance and housekeeping inspection records; assist with or conduct quarterly property visits to provide condition reports and recommendations
• Financial Proofing — Review service charges and supporting information required for owner monthly statements
• Owner Information — Help deliver proactive updates, market insights, and newsletters to owners to strengthen their understanding of local conditions and property performance
• Field Operations Support — Assist in managing day-to-day tasks for field specialists to inspect and repair homes
• Collaboration — Support the Owner Success Manager and collaborate with the General Manager, Director of Operations, and Founder on owner retention, referral, branding, and business development initiatives
• Company Ethos — Champion and uphold Goodnight Stay's core values, mission, and vision in every interaction
• Document Everything — Log all guest interactions, owner communications, issues, and resolutions within our property management tool with accuracy and thoroughness
• Attend Team Meetings — Participate in weekly department meetings and all regular local and corporate team touchpoints
• Master Our Tools — Learn and use all systems that support daily operations, currently including Streamline, Airbnb, VRBO, Microsoft Exchange Email, Monday.com, and Slack
• Follow Corporate Direction — Read, understand, and apply all corporate directives including SOPs, the Employee Handbook, email correspondence, and marketing materials

Benefits

• Competitive salary and bonus — based on your experience and performance
• Medical, Dental & Vision Insurance — comprehensive coverage for you
• Paid Time Off & Holiday Pay — because recharging matters
• Company-Provided Equipment — everything you need to do your best work
• A supportive, team-oriented culture with perks that enhance connection and team building
• Opportunity to grow with a company that has thrived for over two decades

What This Job Offers

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