Guest Operations Coordinator

UrbanNashville Vacation Rentals | Nashville, TN | Full-time

This is not a remote position.

UrbanNashville Vacation Rentals is a locally owned vacation rental management company serving properties throughout Nashville. We manage hundreds of reservations each month and are looking for an experienced hospitality professional to help keep our daily guest operations running smoothly.

Vacation rental experience is strongly preferred. Candidates with hotel experience are also encouraged to apply, particularly those with experience in reservations, guest services, or operational coordination.

About the Role

As our Guest Operations Coordinator, you'll communicate with guests, coordinate with housekeeping and maintenance, manage reservation questions, and help resolve issues across our properties.

Most guest interaction happens through written messages and phone calls, with limited face-to-face guest contact. This role is best suited to someone who enjoys delivering hospitality through clear communication, problem-solving, and behind-the-scenes coordination.

You may be helping a guest troubleshoot a door code while coordinating a housekeeping update and answering a reservation question. You'll need to stay organized, assess urgency, and follow through until each issue is resolved.

There is a substantial learning curve: you'll learn our properties, booking platforms, software, policies, and operating procedures. Prior hospitality experience will give you a foundation, but you should also enjoy learning systems and applying what you learn to new situations.

What You'll Do

• Communicate with guests before, during, and after their stays through Airbnb, VRBO, Booking.com, Expedia, direct-booking channels, and phone calls.
• Resolve guest concerns with professionalism, empathy, and sound judgment while maintaining company standards.
• Prioritize competing requests and recognize when an issue needs immediate attention or escalation.
• Coordinate with housekeeping, maintenance, field inspectors, vendors, and teammates to prepare properties and address issues.
• Assist with reservations, payments, booking questions, and available add-on services.
• Document issues, communicate next steps, and provide clear handoffs so outstanding tasks receive follow-up.
• Help coordinate our remote Guest Support Virtual Assistants during busy periods and keep inboxes organized.
• Participate in rotating weekend coverage and paid after-hours on-call coverage.
• Identify recurring problems and suggest practical improvements to our processes.

What We're Looking For

• Prior experience in vacation rentals or hotels is required; vacation rental experience is strongly preferred.
• Experience handling guest concerns, reservations, or hospitality operations.
• Strong written communication skills and a professional, reassuring phone manner.
• Comfort spending much of the workday communicating digitally and working across multiple software systems.
• The ability to stay organized when priorities change and several issues need attention.
• Sound judgment, attention to detail, and consistent follow-through.
• Willingness to ask questions while learning and recognize when support or escalation is needed.
• A genuine team player
• Minimum typing speed of 55 WPM.
• Reliable transportation and residence in Nashville or the surrounding area.
• Availability for rotating weekends and paid after-hours on-call coverage.

Experience with property management software and multiple booking platforms is a plus. A bachelor's degree is not required.

Compensation & Benefits

• $22/hour.
• Overtime pay.
• Paid on-call compensation.
• Two weeks of PTO after one year.
• ICHRA health benefits after the introductory period.

Schedule

• Full-time, with shifts generally scheduled from 9 AM–5 PM or 10 AM–6 PM.
• Rotating weekends.
• Rotating paid after-hours on-call coverage.
• Overtime opportunities available.

Why UrbanNashville?

You'll work with a small, collaborative team where your decisions and follow-through directly affect our guests, properties, and daily operations. This role offers the opportunity to build knowledge across vacation rental operations and contribute ideas that improve how we work.

If you enjoy hospitality, operational problem-solving, and helping guests through messages and phone calls, we'd love to hear from you.

To apply, please include your resume and a brief description of your vacation rental or hotel experience, including the guest communication channels and software you've used.