Head of Client Experience - Remote

About Fieldtrip Fieldtrip is a luxury hospitality company that’s committed to setting the standard for short term rental (AirBNB) experiences. Our growing portfolio of 100+ luxury homes combine the best aspects of a home with the brand promise of a high-end hotel. We are focused on delivering a seamless guest through strong team collaboration, clear processes, and consistent service standards.
We’re looking for a hands-on Guest Experience Manager who leads from the front, not from behind a desk. This is a fully remote leadership role responsible for overseeing the full reservations pipeline and guest journey, while actively working alongside the team to deliver a high-touch, seamless experience.
This is not a “manage from above” role. taking inquiries, stepping into shifts, coaching in real time, and setting the standard for what great service looks like.
Manage a team of 6 guest service associates, owning the end-to-end guest journey; Ensure every interaction reflects a high-quality, personalized experience
Manage & Elevate the Reservations Team
Set clear expectations and hold the team accountable to performance standards
providing feedback, improving communication quality, and closing gaps
Drive Performance
Oversee reservations pipeline: inquiries, follow-ups, conversions, and bookings
Step into shifts as needed; Support the team during peak periods, staffing gaps, or high-demand windows
Lead by example in tone, responsiveness, and service quality
Maintain CRM accuracy and pipeline integrity (lead status, notes, follow-ups, sources)
Ensure consistency across all guest communications (email, SMS, phone)
5+ years in hospitality, guest services, or reservations (vacation rentals or luxury hospitality preferred)

• 3+ years of proven experience managing and developing teams
• Experience with CRM systems and reservations pipelines
• You have a proven track record dealing with difficult, high-stakes customers.

You don’t just manage; You’re just as comfortable taking a guest call as you are reviewing performance metrics