Guest Experience Coordinator

COMPANY OVERVIEW:

Home Sweet City is the highest rated short stay Property Management Company in Washington, D.C. We are a family owned company with 10+ years of experience managing high quality rental properties to ensure a 5 star experience for our guests.

We have an exciting opportunity for a dedicated and detail-oriented Customer Experience Coordinator to join our administration team managing 80+ quality short term rental properties in the District, reporting directly to the CEO.

We are a close knit and highly successful team and the role requires someone who is a great team player, oozing positivity and great overall attitude to join our all star staff, with an aspiration to grow and develop personally and professionally.

POSITION SUMMARY:

The Customer Experience Coordinator is a pivotal member of the team, responsible for guest and owner communications and the day-to-day administration of the company. This is not a role for the faint of heart! It’s fast-paced and requires someone with a calm, supportive presence, a highly organized mindset, and a genuine desire to help others. With multiple things going on at once, multi-tasking and keeping your cool is an essential part of every day.

Unexpected challenges arise (maintenance, lockouts, etc.), and guests often need to be reassured and guided through their issue in detail. You’re someone who doesn’t get flustered easily and takes pride in delivering five-star service. You approach every interaction with care, clarity, and professionalism.

You’ll coordinate with property owners, guests, cleaning crews, and our field team. When issues arise, you’ll serve as the central point of contact, ready to listen, problem-solve thoughtfully, and ensure the proper handover to the next shift or team. Your focus on accuracy, structure, and follow-through makes all the difference in keeping things running smoothly.

RESPONSIBILITIES:

• Guest Communication (troubleshooting guest issues, pricing, answering questions regarding planning their trips, adjusting reservations and text / email automations from our property management software, and issues that have been flagged by our 3rd party customer service team)
• Creating new property listings (writing listing description, editing photos, and setting up in our software system)
• Owner Communication (Owner bookings, pricing edits, facilitating transition, coordinating maintenance, onboarding new owners including setting up on owner portal)
• Coordinating maintenance with 3rd party vendors (plumbers, HVAC techs, handymen etc)
• Generating reports for field team (urgent instructions, guest check out information etc)
• Gaining a full understanding of our property management software and integrating new products (Guesty)
• Submitting and tracking guest damage claims
• Tracking new homeowner leads, and following up with initial correspondence
• Updating internal systems, resources sharing of information to provide full transparency of activities
• Creating property assets
• Responding to guest reviews
• Communication/phone & text (with owners, vendors, and guests)
• Training and helping new team members
• Attend scheduled team meetings, usually held on a weekly/bi-weekly basis
• Supporting and delivering company projects

QUALIFICATIONS:

Required:

• 1+ year of experience in a fast-paced and challenging customer service environment
• Tech savvy and not afraid of using multiple software platforms
• English written & spoken (required)
• Respect and maintain team dynamic, putting the team and company before self.
• Assist and support other team members as needed.

Preferred:

• Most of our teams are Spanish speaking and so bi-lingual is a definite plus.
• Experience in the hospitality/customer service industry is also a plus.

COMPENSATION & BENEFITS:

Annual Salary: $50,000 - $55,000 based on experience

Benefits:

• PTO
• Health Insurance
• Retirement Accounts

Job Type: Full-Time

Job Location: This is an office position based in Washington D.C., with some flexibility on remote working.

Schedule: Work Hours: Approx 40 hours per week. Must be available on weekends (shift / rotation)