Vacation Rental Guest Experience Coordinator, Remote, US

Job Description

Job Description
About Beachside VR

Beachside Vacation Rentals (Beachside VR) manages a growing portfolio of short-term rentals across Florida's Space Coast, delivering standout guest experiences and rock-solid owner partnerships. We move fast, care about the details, and set high standards for hospitality and operational excellence.

About The Role

We're looking for a Guest Experience & Support Coordinator to join our remote team. This role is for someone who thrives in fast-paced environments, stays calm during escalations, and understands that great hospitality is built on follow-through and accountability.

As a Guest Experience & Support Coordinator, you'll be the primary point of contact supporting our Guest Experience (GE) team during evenings and weekends by handling escalations and coordinating next-day operational needs.

You'll be a great fit if you thrive on structure, accountability, and follow-up, stay calm under pressure while thinking in solutions, and understand the urgency of guest-impacting issues. You take pride in being the person who closes the loop and cares deeply about delivering a great guest experience, even when your work happens behind the scenes.

This role is fully remote (U.S.-based) and requires consistent weekend and evening availability.

Responsibilities

Guest Support & Escalations

• Respond to guest messages via phone, text, and email

• Handle guest escalations with empathy, confidence, and professionalism

• De-escalate issues and determine appropriate next steps

• Set clear expectations while protecting both the guest experience and company standards

• Document conversations, decisions, and outcomes thoroughly

Operations & Maintenance Coordination

• Triage maintenance issues as they arise

• Schedule and coordinate maintenance for the following day

• Communicate clearly with vendors and internal teams

• Track issues from start progress completion

Follow-Up & Accountability (This Is a Core Part of the Role)

• Ensure nothing falls through the cracks

• Follow up with vendors, teammates, and guests until issues are fully resolved

• Maintain accurate notes and updates across systems

• Own outcomes, not just tasks

Required Experience & Skills

• Previous vacation rental or hotel experience is required.
  (guest services, property management, STR operations, or similar)

• Comfortable handling guest escalations

• Experience with industry software such as Guesty and Breezeway

• Have the ability to confidently navigate multiple systems and keep information updated in real time

• Strong written and verbal communication skills

• Highly organized with excellent follow-through

• Able to work independently during evenings and weekends

Compensation & Benefits

• Salary: $55,000 annually

• Fully remote (U.S.-based)

• Two (2) weeks of paid time off (PTO)

• Supportive, people-first team culture with clear expectations

Schedule Requirements (Must Be Available)

• Saturday & Sunday (required)

• Evenings: 3:00 PM – 11:00 PM EST

• Weekday hours may be adjusted as needed

If weekends or evenings aren't your thing, this role wont be the right fit.

Interview Process

We like to keep things simple, clear, and respectful of your time. Here's what you can expect:

Application Review: Once we receive your application, our team will review your experience and qualifications.

First Interview with our Guest Experience Manager: If selected to move forward, we will reach out to schedule an interview with our Guest Experience Manager. This conversation will focus on your background, how you support guests and internal teams, how you handle follow-ups and escalations, and how you stay organized during high-impact moments. We'll also share more about our company, culture, and expectations, and leave plenty of room for your questions.

Final Interview with our Director of Operations: Candidates who advance will be invited to a final interview with our Director of Operations to ensure alignment on role expectations, communication style, and how this position supports the broader guest experience.

After that, we'll follow up promptly with next steps. We communicate clearly, keep you informed throughout the process, and aim to make the experience as smooth and positive as possible.