Guest Experience

COMPANY OVERVIEW Trust First Management – Why Join Us? We’re not looking for someone to just fill a role. We’re looking for A-Players who want to be part of something big – something that’s moving fast. We manage 30+ high‑performing vacation rentals with an average guest rating of 4.93+. Our mission: deliver exceptional guest and owner experiences every single time. Here’s what you’re really signing up for: A Front‑Row Seat to Hypergrowth . You’ll see firsthand how to build a market‑dominating business. Work With High Standards & High Performers . No dead weight. Make a Tangible Impact – you’ll directly move revenue, reviews, and company growth. Be in a Company That Invests in You – cutting‑edge tools, AI, proven business systems. Growth Path Built In – as we scale, leadership and specialized roles open up. Pride in the Product – high‑quality properties and a brand that owners and guests love. Who We’re For People who want more responsibility, faster. People who hate average and thrive when the bar is high. People who want their work to matter – and want to see the results of it fast. POSITION SUMMARY We’re seeking a Guest Experience & Property Operations Specialist to join our fast‑growing short‑term rental management company. Reporting directly to the CEO, you’ll handle guest escalations, urgent calls, coordinate maintenance and vendor schedules, oversee inspections, and process inspection reports into actionable tasks. RESPONSIBILITIES Serve as the primary point of contact for guest escalations and urgent calls during peak hours. Coordinate all maintenance and vendor work orders – from urgent repairs to scheduled services. Schedule and manage property inspections, then process inspection reports into clear maintenance action plans. Maintain professional, organized communication logs with vendors, guests, and internal teams. Monitor and track guest communication tasks in our task management system, ensuring team efficiency and prompt responses. Support the onboarding and compliance process through cross‑training with our delivery team, including vendor paperwork, licensing, and listing setup. Proactively identify recurring maintenance or guest issues and recommend process improvements. QUALIFICATIONS 1‑2 years of proven experience in hospitality, property management, or a related guest‑facing role. Knowledge of maintenance processes (HVAC, plumbing, landscaping) and vendor management best practices. Very strong written and verbal communication skills in English. Strong phone presence – able to confidently and empathetically handle escalations and de‑escalations. Demonstrated vendor coordination and scheduling skills, with the ability to track work orders to completion. Organizational skills with high attention to detail in tracking multiple moving parts. Comfort with task/project management software (Notion, ClickUp, Asana, Trello) and other digital tools. Ability to work independently with minimal oversight and manage priorities in a fast‑paced environment. Experience in short‑term rental management or vacation rental guest services. Familiarity with inspection coordination and quality control standards for residential properties. Experience in onboarding new properties for vacation rental or hospitality operations. Comfort with property management systems such as Guesty, Turno, or similar. COMPENSATION & BENEFITS Hourly Rate: $8.00 – $10.00 Bonus Quarterly bonus incentive based on review ratings and other KPIs related to position duties. Benefits Paid time off such as PTO, sick days, and vacation days. Schedule Monday: 10am–6pm – Tuesday: OFF – Wednesday: 10am–10pm – Thursday: 11am–7pm – Friday: OFF – Saturday: 11am–7pm – Sunday: 11am–7pm – Total Hours: 44 hours/week #J-18808-Ljbffr