Guest & Owner Experience Specialist - Nashville

Job Description

Job Description

Description:Guest & Owner Experience Specialist — NashvilleGoodnight Stay | Competitive Salary + Bonus, DOE
Join a Team That Sets the Standard for Luxury Hospitality

At Goodnight Stay , we don't just manage properties — we craft extraordinary experiences. As one of the premier luxury corporate and vacation rental management companies in the United States, we combine 25 years of industry expertise with cutting-edge technology and a genuine passion for hospitality. Our portfolio spans some of the most sought-after destinations in the country, and every property in it reflects our unwavering commitment to design, comfort, and concierge-level service.

We believe a life well-lived is a life full of incredible memories — and our team is the reason those memories happen.

If you're a natural communicator who thrives in a fast-paced, guest-focused environment and takes pride in delivering five-star experiences at every touchpoint — for guests and homeowners alike — we want to hear from you.

What We Promise You

• Competitive salary and bonus — based on your experience and performance
• Medical, Dental & Vision Insurance — comprehensive coverage for you
• Paid Time Off & Holiday Pay — because recharging matters
• Company-Provided Equipment — everything you need to do your best work
• A supportive, team-oriented culture with perks that enhance connection and team building
• Opportunity to grow with a company that has thrived for over two decades

The Role: Guest & Owner Experience Specialist

The Guest & Owner Experience Specialist serves as a vital bridge between Goodnight Stay and the two audiences who matter most: our guests and our homeowners. Your primary focus is delivering exceptional guest experiences — managing communications across every channel from booking through checkout, ensuring reservations run smoothly, and being the calm, capable presence guests turn to when they need support.

In addition, you'll work alongside our Owner Success Manager to support the owner side of the business — helping maintain property records, assisting with owner communications, supporting inspections, and ensuring our homeowners feel informed, valued, and confident in our management.

This is a dynamic, relationship-driven role that demands strong communication, sharp organization, and a genuine passion for hospitality at every level.

What You'll DoGuest Experience — Primary Focus

• Own Guest Communication — Manage inbound and outbound guest interactions across phone, text, email, and web-based platforms with professionalism and care
• Support Reservations — Monitor and respond to booking platform messages to answer questions, deliver home access instructions, verify payments, and handle reservation changes per company guidelines
• Problem-Solve as a Team — Collaborate with teammates to identify, plan, and resolve potential guest issues before they escalate
• Know the Brand — Learn and clearly communicate all Goodnight Stay services, policies, and updates, staying current as things evolve
• Manage High Volume — Handle simultaneous calls, online messages, and Slack communications with efficiency and composure
• Dispatch & Coordinate — Route maintenance and field requests as needed and coordinate repairs with vendors in a timely manner
• Handle Payments & Booking Changes — Process guest payments and booking modifications in accordance with company guidelines
• Be a Calming Presence — Bring empathy and composure to difficult guest situations, working with the team to reach positive resolutions that uphold the Goodnight Stay brand

Owner Relations — Supporting Role

• New Owner Orientation — Assist with onboarding new homeowners by helping explain PMA terms as they relate to property care and use of the Owner portal
• Owner Records — Consistently update and audit property and owner profile information across software platforms to ensure accuracy
• Owner Communication Support — Serve as a secondary point of contact between owners and internal departments, helping coordinate owner requests and creating work orders as needed in alignment with current market priorities
• Notifications & Approvals — Support the notification process for significant incidents or charges, and assist in obtaining owner approvals for items exceeding PMA thresholds
• Inspection Support — Review property maintenance and housekeeping inspection records; assist with or conduct quarterly property visits to provide condition reports and recommendations
• Financial Proofing — Review service charges and supporting information required for owner monthly statements
• Owner Information — Help deliver proactive updates, market insights, and newsletters to owners to strengthen their understanding of local conditions and property performance
• Field Operations Support — Assist in managing day-to-day tasks for field specialists to inspect and repair homes
• Collaboration — Support the Owner Success Manager and collaborate with the General Manager, Director of Operations, and Founder on owner retention, referral, branding, and business development initiatives
• Company Ethos — Champion and uphold Goodnight Stay's core values, mission, and vision in every interaction

All-Team Responsibilities

• Document Everything — Log all guest interactions, owner communications, issues, and resolutions within our property management tool with accuracy and thoroughness
• Attend Team Meetings — Participate in weekly department meetings and all regular local and corporate team touchpoints
• Master Our Tools — Learn and use all systems that support daily operations, currently including Streamline, Airbnb, VRBO, Microsoft Exchange Email, Monday.com, and Slack
• Follow Corporate Direction — Read, understand, and apply all corporate directives including SOPs, the Employee Handbook, email correspondence, and marketing materials

Who You Are

You don't need a perfect resume — you need the right mindset and a genuine care for people. Here's what will set you up for success:

• Calm under pressure — You're a stabilizing force when things get hectic, bringing clarity and empathy to difficult situations
• Empathetic — You understand what guests and owners are feeling and respond in a way that builds trust and confidence in our brand
• Organized & efficient — You manage a full queue of responsibilities without losing the thread on any single one
• A strong communicator — You're clear, warm, and professional across every channel — from a quick text to a nuanced owner conversation
• Relationship-minded — You build genuine rapport with guests, homeowners, HOA contacts, and vendors alike
• Tech-comfortable — You learn new platforms quickly and navigate multiple systems at once without missing a beat
• Detail-oriented — You document thoroughly and keep records your entire team can rely on
• A team player — You collaborate openly, support the Owner Success Manager and other teammates, and show up consistently

About Goodnight Stay

Goodnight Stay operates a portfolio of individually designed, fully furnished luxury short-term rental homes in Scottsdale and Nashville. Each home features modern décor, smart technology, standardized premium amenities, and full-service concierge support. We've built our reputation over 25 years on one simple belief: travelers deserve more than a place to sleep — they deserve a stay they'll remember.

Come help us deliver that, every single day.

Goodnight Stay is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive team.

Requirements:Requirements

• Vacation rental property management experience recommended (we'll train on our systems and processes)
• Background in hospitality, property management, real estate, or maintenance is a strong plus
• Reliable personal vehicle and valid driver's license (properties are within ~10-mile radius, with expansion ongoing)
• Smartphone for field communication, reporting, and task management
• Availability to work weekdays and weekends , up to 40 hours per week
• Basic toolkit and maintenance knowledge a plus
• Ability to climb stairs and lift up to 25 lbs unassisted