Guest Experience Coordinator

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 communication—clear, 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

Why Join the Del Mar Vacations Team Del Mar Vacations is a Veteran-owned and operated, full-service vacation rental company on Cape Cod. We specialize in providing 5-star experiences to our guests, homeowners and each other. As a hospitality and service first culture, our team and their talents are the key to our success.

Working at Del Mar means you will be surrounded by passionate, smart, and engaged people who are focused on superior problem solving and outstanding customer service. Our ideal candidates enjoy working in a small, tight-knit, high energy and supportive team, are intellectually curious, comfortable with ambiguity, have a positive outlook, and are able to pivot quickly as things change.

Benefits

• 2 weeks of vacation time
• 1 week of sick time
• Partially subsidized health insurance
• HSA (health savings account)
• 401k with up to 4% match
• Professional development opportunities
• Yearly bonus program (and other rewards and recognition both big and small)

Salary Range : $22.00-$28.00 per hour based on experience

Schedule : Full time position, schedule varies, must be able to work weekends

Del Mar Vacation, Inc is an equal opportunity employer. All employment will be decided solely on the basis of your qualifications and merit and according to hiring needs. We are committed to creating a collaborative team and do not to discriminate based off race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, amnesty, status as a covered veteran, military service, or any other class protected by applicable federal, state, and local laws.