Guest Services & Communications Director

The Guest Services & Communications Director is the front face of the business and a critical role in our success. This position manages all guest-facing communication, including reservations, service inquiries, complaints, and reviews, while also supporting marketing efforts to promote properties and strengthen our brand.

We’re looking for someone who is not only organized, calm, and friendly, but who also enjoys the work, has fun with it, and brings creativity to the role. This is an opportunity to make the position your own—to build lasting relationships with guests, owners, and community partners, while helping shape how our company is experienced from the outside.

Because we are a small, close-knit team, this role also requires flexibility. While guest services and communications are the primary focus, stepping outside the role to support other areas is occasionally needed. There is potential for growth and higher pay with additional responsibilities and education opportunities.

Key Responsibilities

Guest Services: Act as the first point of contact for guests, answering and resolving inquiries, complaints, and service needs with professionalism and warmth.
Reservations: Manage bookings across platforms (Airbnb, Vrbo, Booking.com, direct bookings) with accuracy and efficiency.
Front-Facing Role: Serve as the friendly, professional “voice and face” of the business, offering advice and suggestions proactively—not just when asked.
Property Knowledge: Stay up to date on all properties to provide accurate information and confident recommendations.
Local Expertise: Share knowledge of attractions, dining, and activities to enhance guest stays.
Administration: Maintain spreadsheets, perform data entry, and provide general office support.
Payments & Bookkeeping: Process guest payments, track expenses, and assist with light bookkeeping tasks.
Guest Reviews: Respond to guest reviews promptly and professionally, ensuring brand voice and guest satisfaction.
Feedback Management: Collect and prioritize guest feedback, forwarding details to the appropriate departments for resolution or improvement.
On-Call Coverage: Rotate evening on-call shifts for guest hotline support.
Team Flexibility: Step outside the role when needed to support other staff and ensure smooth operations across the business.
Schedule & Availability

4 days a week. Sunday-Wednesday
Flexibility for occasional evening on-call coverage
Skills & Tools

Guest Communication & Reservations

Property Management Software
Airbnb, Vrbo, and Booking.com host platforms
Channel management and calendar sync tools
Customer Service & Communication

Google Workspace (Gmail, Docs, Sheets, Calendar, Drive)
Shared inbox / customer service tools (Front, Zendesk, or Gmail delegation)
Phone, SMS, and chat communication
Office, Payments & Data

Microsoft Excel or Google Sheets (data entry, reporting, formulas)
Google Docs / Microsoft Word for content creation
File organization in Google Drive or Dropbox
Payment processing systems (credit card platforms, PMS integrations)
Light bookkeeping with QuickBooks or similar software
Qualifications

Strong customer service and communication skills
Excellent writing ability for guest communications, reviews, and marketing content
Calm, professional, and friendly demeanor, even under pressure
Highly organized and proactive—able to anticipate guest needs before they arise
Creative mindset, able to have fun with the role and make it their own
Enjoys building relationships with guests, owners, and community stakeholders
Comfortable wearing “many hats” and supporting a small team in multiple areas
Familiarity with payments and bookkeeping practices is a plus
Comfort with multitasking and using digital tools daily
Experience & Education

Preferred: 2+ years in hospitality, vacation rentals, customer service, or related field
Preferred: Experience with guest communication platforms, reservation systems, or property management software
Helpful: Background in marketing, communications, or administrative support
Education: Bachelor’s degree in hospitality, communications, business, or related field is a plus — but not required
Equivalent combination of education and professional experience will be considered
Job Type: Full-time
Benefits:

401(k)
401(k) matching
Flexible schedule
Health insurance
Paid time off
Professional development assistance
Relocation assistance