[Hiring] Guest Experience Team Lead @Better Talent

Role Description

Seacoast 2 Summit Vacation Rentals is seeking an experienced Guest Experience Manager to lead a remote team of approximately six Guest Experience professionals. This role is responsible for team performance, scheduling, coaching, accountability, and achieving departmental KPIs.

You'll oversee daily guest communication operations, develop team members, monitor service quality, and ensure consistent coverage across our portfolio. You'll also manage guest escalations, improve workflows, and leverage technology such as Guesty and Hostbuddy to drive efficiency.

We're looking for a hands-on people manager who knows how to build a high-performing team, hold employees accountable, and deliver exceptional hospitality.

Qualifications

• Minimum 2 years of direct people management experience, including responsibility for employee performance, coaching, scheduling, and accountability.
• 3+ years of guest services or customer experience experience, preferably within hospitality, vacation rentals, or property management.
• Demonstrated experience managing team performance against established KPIs.
• Experience supervising remote employees and coordinating team schedules.
• Excellent written and verbal English communication skills.
• Strong organizational, problem-solving, and conflict-resolution abilities.
• Comfortable using property management software, communication platforms, and AI-powered tools.

Requirements

• Confident, fair, and consistent manager who sets clear expectations and follows through.
• Proactive in identifying performance concerns and implementing solutions.
• Calm and decisive when handling escalations or changing priorities.
• Comfortable balancing strategic team oversight with hands-on operational support.

Benefits

• Compensation: $8–$13 USD per hour depending on location and experience.
• Schedule: Full-time, five days per week. Remote team management.
• Weekend availability during Eastern Time hours is required, with flexibility in weekday scheduling.
• Some evenings, holidays, and urgent guest escalations may require additional availability.