Guest Services & Communications Director

Overview
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.

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.
• Content Creation: Write engaging property descriptions, create guest books, and curate local area suggestions.
• Local Expertise: Share knowledge of attractions, dining, and activities to enhance guest stays.
• Marketing Support: Assist with email marketing, website updates, and social media content to promote properties.
• 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

• Full-time position
• Partial weekend schedule required (either Saturday or Sunday)
• Flexibility for occasional evening on-call coverage

Skills & Tools

Guest Communication & Reservations

• Property Management Software (e.g., OwnerRez, Guesty, Hostfully, Streamline, Lodgify)
• 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

Marketing & Content

• Email marketing platforms (Mailchimp, Constant Contact, or similar)
• Social media platforms (Facebook, Instagram, TikTok, LinkedIn business tools)
• Canva or similar design tools for guest books, guides, and marketing content
• WordPress for website content, blog posts, and basic updates
• Basic SEO and copywriting for property descriptions and web content

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

Pay: $40,000.00 - $65,000.00 per year

Benefits:

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

Work Location: In person