Customer Experience and Operations Coordinator

Better Talent; Washington (District of Columbia); On-site; USD 50,000 - 61,000; Full time

Benefits offered by this job

PTO

Health Insurance

Retirement Accounts

Job summary

Home Sweet City is seeking a Customer Experience and Operations Coordinator in Washington, DC to manage guest communications, maintenance coordination, and OTA messaging across 80+ properties. You will liaise with owners and internal teams to ensure timely updates and a seamless guest experience.

The role emphasizes hospitality, accuracy, and a proactive service mindset in a fast-paced vacation rental environment.

Qualifications

• Experience in hospitality, vacation rentals, property management, or customer service preferred.
• Strong written and verbal communication skills.
• Ability to manage multiple conversations and priorities simultaneously.
• Comfort working with technology and messaging platforms.

Responsibilities

• Serve as the primary contact for guests before, during, and after their stay.
• Manage guest inquiries via phone, email, text, and messaging platforms.
• Coordinate maintenance dispatch and track requests through resolution.
• Handle OTA messaging (Airbnb, Vrbo, etc.) with timely responses.
• Communicate with property owners and internal teams with clear updates.
• Maintain records in property management and communication systems.

Skills

Hospitality experience

Customer service

Communication skills

Multitasking

Tech proficiency

Tools

Property management systems

Job description

Customer Experience and Operations Coordinator

• Washington D.C., District of Columbia

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 Guest Experience and Operations Coordinator is a central, high-impact role responsible for managing day-to-day guest communications, coordinating maintenance dispatch, handling OTA messaging, and serving as a key initial point of contact for property owners. This role sits at the intersection of hospitality, operations, and communication, ensuring a seamless experience for guests while supporting internal teams and ownership with timely, accurate information.

This position requires strong communication skills, sound judgment and comfort with technology.

Responsibilities:

Guest Communication and Experience

Serve as the primary point of contact for guests before, during, and after their stay

Manage guest inquiries, requests, and issues via phone, email, text, and messaging platforms

Proactively communicate check-in instructions, stay information, and issue resolutions

Handle guest concerns and escalations with professionalism, empathy, and urgency

Ensure guest interactions align with company service standards and brand voice

Maintenance Dispatch and Coordination

Receive, assess, and triage maintenance issues reported by guests or internal teams

Dispatch maintenance vendors or internal technicians based on urgency and scope

Track maintenance requests from report through resolution

Communicate status updates to guests and internal stakeholders as needed

Escalate recurring or high-risk issues appropriately

OTA and Platform Communication

Manage guest messaging across OTA platforms, including Airbnb, Vrbo, and others

Ensure timely, accurate responses that meet platform response-time requirements

Coordinate with internal teams to resolve OTA-related guest issues or inquiries

Document relevant communication in internal systems for visibility and continuity

Owner and Internal Communication

Serve as a communication liaison between operations teams and property owners

Respond to owner inquiries related to guest activity, property issues, or operations

Provide clear updates on maintenance, guest matters, and operational decisions

Ensure owner communications are timely, factual, and aligned with company policies

Operational Support and Documentation

Maintain accurate records in property management and communication systems

Follow established procedures while identifying opportunities to improve workflows

Support operational reporting and handoffs between teams when required

Assist with onboarding new properties or operational processes as needed

Qualifications & Skills:

Experience in hospitality, vacation rentals, property management, or customer service preferred

Strong written and verbal communication skills

Ability to manage multiple conversations and priorities simultaneously

Comfort working with technology, messaging platforms, and property management systems

Strong problem-solving skills and calm decision-making under pressure

Detail-oriented with a high sense of ownership and follow-through

Professional demeanor when interacting with guests, owners, and vendors

Work Style and Expectations:

Highly responsive and service-oriented

Organized, dependable, and proactive

Comfortable operating in a fast-paced, guest-driven environment

Team-focused with the ability to work independently

Willingness to follow defined processes while contributing to continuous improvement

Salary: $55,000 per year

• PTO
• Health Insurance
• Retirement Accounts

Job Type: Full-Time

Job Location: This is an office position based in Washington D.C.

Why This Role Matters

This role is essential to delivering a consistent, high-quality guest experience while ensuring smooth internal operations and clear owner communication. The Guest Experience and Operations Coordinator plays a critical role in protecting reviews, reducing friction, and supporting the overall performance of the portfolio.

This position requires the ability to manage multiple priorities in a fast-paced vacation rental environment.