Note: The job is a remote job and is open to candidates in USA. Beachside VR manages a growing portfolio of short-term rentals across Florida's Space Coast, delivering standout guest experiences. The Guest Experience & Support Coordinator will be the primary point of contact for the Guest Experience team, handling escalations and coordinating operational needs during evenings and weekends.
Responsibilities
- 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
- 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
- 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
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
Benefits
- Two (2) weeks of paid time off (PTO)
- Supportive, people-first team culture with clear expectations
Company Overview
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