[Hiring] Customer Experience and Operations Coordinator @Better Talent

Role Description

The Guest Experience and Operations Coordinator is a central, high-impact role responsible for managing day-to-day guest communications, coordinating maintenance dispatch, handling guest messaging and communications, and serving as a key initial point of contact for our property owners. This role sits at the intersection of hospitality, operations, and communication, ensuring a seamless experience for guests while supporting internal teams and ownership with timely, accurate information. This position requires strong communication skills, sound judgment and comfort with technology.

Key Responsibilities

• Guest Communication and Experience
  • Serve as the primary point of contact for guests before, during, and after their stay.
  • Manage guest inquiries, requests, and issues via phone, email, text, and messaging platforms.
  • Proactively communicate check-in instructions, stay information, and issue resolutions.
  • Handle guest concerns and escalations with professionalism, empathy, and urgency.
  • Ensure guest interactions align with company service standards and brand voice.
• Maintenance Dispatch and Coordination
  • Receive, assess, and triage maintenance issues reported by guests or internal teams.
  • Dispatch maintenance vendors or internal technicians based on urgency and scope.
  • Track maintenance requests from report through resolution.
  • Communicate status updates to guests and internal stakeholders as needed.
  • Escalate recurring or high-risk issues appropriately.
  • Spanish-speaking skills are an advantage but not a requirement.
• OTA and Platform Communication
  • Manage guest messaging across OTA platforms, including Airbnb, Vrbo, and others.
  • Ensure timely, accurate responses that meet platform response-time requirements.
  • Coordinate with internal teams to resolve OTA-related guest issues or inquiries.
  • Document relevant communication in internal systems for visibility and continuity.
• Owner and Internal Communication
  • Serve as a communication liaison between operations teams and property owners.
  • Respond to owner inquiries related to guest activity, property issues, or operations.
  • Provide clear updates on maintenance, guest matters, and operational decisions.
  • Ensure owner communications are timely, factual, and aligned with company policies.
• Operational Support and Documentation
  • Maintain accurate records in property management and communication systems.
  • Follow established procedures while identifying opportunities to improve workflows.
  • Support operational reporting and handoffs between teams when required.
  • Assist with onboarding new properties or operational processes as needed.

Qualifications

• Strong written and verbal communication skills.
• Ability to manage multiple conversations and priorities simultaneously.
• Comfort working with technology, messaging platforms, and property management systems.
• Strong problem-solving skills and calm decision-making under pressure.
• Detail-oriented with a high sense of ownership and follow-through.
• Professional demeanor when interacting with guests, owners, and vendors.

Requirements

• Experience in hospitality, vacation rentals, property management, or customer service.

Benefits

• Compensation: $25.00 to $31.00 per hour.
• Location: Remote, United States.