Senior Guest Experience Coordinator

Del Mar Vacations • Orleans, MA

10d • Onsite

About The Position

Del Mar Vacations is seeking a Senior Guest Experience Coordinator to join their team. This role is crucial in ensuring 5-star experiences for guests by managing various aspects of guest communication, issue resolution, and operational support. The ideal candidate will be a positive peer influence, adept at handling multiple tasks, and possess a guest-first mindset. This position involves direct guest interaction, problem-solving under pressure, and contributing to a high-energy, supportive team environment.

Requirements

• 2+ years in hospitality, guest services, or a related customer-facing role with demonstrated growth in responsibility.
• Excellent communication skills: clear, kind, and calm under pressure.
• Empathy and the ability to turn challenges into positive guest experiences.
• Ability to manage multiple tasks and pivot priorities fluidly.
• Comfort using platforms like HubSpot, Google Suite, Zuper, and Guesty.
• A guest-first mindset.

Nice To Haves

• Experience in the vacation rental industry.
• Familiarity with specific property management software beyond the listed requirements.

Responsibilities

• Manage the refund request process from submission through resolution.
• Serve as the point person for identifying and coordinating the resolution of property issues that affect guests.
• Assist with escalated guest situations and review management.
• Act as the team's first resource when the Guest Experience Manager is unavailable, answering questions, helping prioritize tasks, and keeping the team on track.
• Serve as a positive peer influence, setting a tone of encouragement and accountability.
• Conduct in-stay wellness checks to ensure guests are satisfied and address concerns early.
• Lead checkout calls and collect feedback from guests.
• Encourage post-stay reviews on platforms like Airbnb and VRBO.
• Handle lost item communication and coordination promptly and professionally.
• Proactively communicate with incoming guests about any known property issues or service alerts.
• Track and report on daily events, including home issues, guest escalations, and maintenance problems.
• Identify and flag trends and recurring issues to the Guest Experience Manager.
• Monitor internal communication channels like Slack for urgent updates or requests.
• Manage guest experience inboxes in HubSpot, ensuring timely responses and tracking.
• Support early check-in requests and approvals.
• Maintain accurate and accessible documentation related to guest issues.
• Review and respond to voicemails promptly, escalating as needed.

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
• Other rewards and recognition

What This Job Offers

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