Guest Experience Coordinator

Del Mar VacationsOrleans, Massachusetts, United States, 02653

8 days ago

Job type

Full-time

Job description

About Del Mar Vacations

Del Mar Vacations is a Veteran-owned and operated, full-service vacation property management company with over 4 homes across Cape Cod. Our mission is to create lifelong memories through 5-star guest and homeowner experiencesand we do that by putting hospitality and service at the heart of everything we do.

We're a team of passionate, smart, and engaged people who solve problems creatively and serve with care. Our ideal teammates thrive in a high-energy, tight-knit environment, are intellectually curious, optimistic, and ready to pivot when things change.

We live and work by our mantra :

R.R.R.E.E.E. – Readiness. Responsiveness. Resolution. Empathy. Efficiency. Enthusiasm. It's how we show up, how we fix things, and how we treat people.

Our values make this more than just a job :

Be Reliable. Reliable. Reliable.
Think like a Guest. Think like a Homeowner. Think like a Team Member.
The Obstacle is the Opportunity.
Make it Happen.
Be Anti-Fragile.

If that resonates with you, keep reading.

Guest Experience Coordinator

Are you the kind of person who makes every guest feel like a VIP? Do you love delivering seamless, heartfelt service and solving problems before they become issues? We're looking for a Guest Experience Coordinator to join our team and be the frontline hero for in-stay support, post-stay care, and everything in between that ensures 5-star stays.

What You'll Own

The whole Guest Experience

Serve as the primary point of contact for guest service requests and issues during their stay; troubleshooting issues. You'll be a professional problem solver!

Respond promptly via text, email, or phone to resolve concerns with empathy and efficiency

Coordinate with internal teams (landscape, cleaning + maintenance, etc.) to ensure timely resolution

Communicate proactively with upcoming guests about known issues or service alerts

Monitor and manage HubSpot guest experience inboxes

Follow up on open service tickets and confirm resolution satisfaction

Guest Communication & Engagement

Follow up on check-in messages (we call them wellness checks) to guests during their stay

Make check-out calls and gather feedback to improve future stays

Reach out to past guests post-stay to encourage 5-star reviews on Airbnb and VRBO

Submit guest reviews to HubSpot for tracking

Manage Lost & Found communication and coordination

Handle refunds and escalated guest concerns with care and professionalism

Administrative Support

Monitor Slack for urgent guest updates and internal requests

Track and escalate guest trends or recurring issues to leadership

Support early check-in coordination and approval workflows

Assist with documentation and record-keeping related to guest issues

Review voicemails and respond or escalate as needed

Maintain accurate records in the Refund Pipeline

You Might Be a Fit If You...

Excel at communicationclear, kind, and calm under pressure

Are naturally empathetic and love turning challenges into delightful moments

Can manage multiple tasks and pivot priorities fluidly throughout the day

Are comfortable using platforms like HubSpot, Google Suite, Zuper, and Guesty

Bring a guest-first mindset to everything you do

What's in it for you?

Amazing co-workers

2 weeks of vacation time + 1 week of sick time

Partially subsidized health insurance (we pay 75% for you + your family members for the

401k with up to 4% match

Professional development opportunities

Yearly bonus program (and other rewards and recognition both big and small)

Opportunities to engage with each other and the wider community

Ready to create memorable guest experiences?

Apply now by submitting your resume and cover letter! We can't wait to meet you.

Del Mar Vacations is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis protected by law.

The pay range for this role is :

45,000 - 55,000 USD per year(US National)

PI0a4f1ab56fbc-30511-38859465

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Guest Experience Coordinator • Orleans, Massachusetts, United States, 02653

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