Customer Experience Manager

Gulf-Coast-Property-Management-1; Bradenton (FL); On-site; USD 68,000 - 72,000; Full time

Benefits offered by this job

Competitive Pay

Benefits Package

Medical Insurance

Matching 401K

PTO

Paid Holidays

Bonus Potential

Job summary

Gulf Coast Property Management in Florida is seeking a Customer Experience Manager to elevate guest satisfaction across owners, residents, and guests. You will lead field operations, oversee the Call Center, and drive timely, professional resolutions for escalated guest concerns while protecting the company’s reputation across OTA platforms.

This hands-on role requires cross-department collaboration with Operations and Property Services, active ticketing oversight, and a focus on repeat and VIP

Qualifications

• Experience managing escalated guest concerns with professionalism and urgency.
• Build relationships with repeat and VIP guests to enhance loyalty.
• Lead Call Center operations for consistent, high-quality guest communication.
• Monitor the ticketing system for compliance, accurate documentation, ownership, and timely follow-through.
• Identify recurring guest complaints and address issues at their root cause.
• Audit guest reviews to identify trends, service gaps, and opportunities for improvement.
• Partner with Operations and Property Services to resolve complex guest and property-related concerns.
• Maintain a strong focus on guest satisfaction while protecting the company’s reputation across OTA platforms.

Responsibilities

• Oversee field-based operations to ensure timely resolution of guest concerns.
• Coordinate with departments to ensure consistent, professional guest communication.
• Review feedback for trends and implement corrective actions.
• Monitor ticketing system for accuracy, ownership, and updates.

Skills

Guest experience

Relationship building

Call Center oversight

Communication

Organization

Problem solving

Driver's license

Job description

We are Gulf Coast Property Management (GCPM) and we assist property owners and investors with the business of renting their rental homes. We bridge the gap between property owners, residents, and guests by providing professional marketing, leasing, and management services on their behalf. We are passionate about what we do and about expanding our customer base. Gulf Coast Association Management (GCAM) is our community association management division that focuses on the management of community association in Florida that fall under Fl Statute 718/720.

Position Summary

The Customer Experience Manager is responsible for delivering an exceptional guest experience with a strong focus on repeat and VIP guests, escalated guest concerns, and protecting the company’s reputation across OTA platforms. This position serves as a key point of contact for escalated guest situations and works closely with Operations, Property Services, and the Call Center to ensure concerns are addressed promptly, professionally, and with a focus on lasting resolution.

This is a hands-on, field-based management role that requires the ability to assess situations in real time, communicate effectively across departments, and take ownership of complex guest concerns. The Customer Experience Manager will manage and support the Call Center team, helping ensure consistent guest communication, appropriate escalation practices, and a high standard of customer service.

The position will work laterally with Operations and Property Services to proactively enhance the experience of repeat and VIP guests, identify opportunities to personalize stays, and address issues that may impact guest satisfaction. The Customer Experience Manager will also review and audit guest feedback and reviews when appropriate, identifying recurring complaints, service gaps, and trends that may negatively affect the guest experience.

A key responsibility of this role is overseeing the company’s internal ticketing system to ensure it is being utilized correctly and consistently. The Customer Experience Manager will monitor ticket compliance, follow-through, documentation, ownership, and timely updates to ensure tickets accurately reflect the status of guest and operational concerns. This oversight is intended to promote accountability, maintain clear communication between departments, and ensure outstanding issues are actively managed through resolution.

When guest concerns involve significant service failures, recurring issues, or property damage, this position will take an active role in coordinating and leading the guest resolution process. The Customer Experience Manager will partner with Property Services and other appropriate departments to identify the root cause of recurring complaints and help ensure corrective actions are taken to prevent the issue from continuing.

Through direct guest engagement, field presence, ticketing oversight, cross-departmental communication, and proactive problem-solving, the Customer Experience Manager plays an important role in strengthening guest loyalty, improving operational consistency, reducing repeat complaints, ensuring guest and operational satisfaction, and protecting the company's reputation and performance across OTA platforms.

Qualifications

• Manage escalated guest concerns with professionalism, urgency, and a focus on effective resolution.
• Build relationships with repeat and VIP guests to enhance loyalty and the overall stay experience.
• Manage and support Call Center operations to ensure consistent, high-quality guest communication.
• Monitor the ticketing system for compliance, accurate documentation, ownership, and timely follow-through.
• Identify recurring guest complaints and partner with teams to address issues at their root cause.
• Audit guest reviews and feedback to identify trends, service gaps, and opportunities for improvement.
• Partner with Operations and Property Services to resolve complex guest and property-related concerns.
• Maintain a strong focus on guest satisfaction while protecting the company’s reputation across OTA platforms.

Knowledge, Skills, and Abilities

• Knowledge of guest experience principles and practices within the vacation rental or hospitality industry.
• Ability to anticipate potential guest and property concerns and identify solutions before they impact the guest experience.
• Strong ability to take ownership, exercise sound judgment, and remain accountable for outcomes.
• Ability to recognize patterns in guest feedback and connect service issues to property and operational performance.
• Strong interpersonal and communication skills with the ability to collaborate effectively across multiple departments.
• Ability to remain calm, professional, and solutions-focused when handling escalated or challenging situations.
• Strong organizational, follow-up, and problem-solving skills with the ability to manage competing priorities.
• Proficiency with computers, tablets, smartphones, and other mobile technology; valid Florida driver's license required.

What does Gulf Coast Property Management Offer in Return?

Benefits For You, Your Family, and Your Future

Besides joining a stable organization in a hot industry sector, you'll enjoy an environment that fosters career growth, promotions, recognition, as well as Competitive Compensation and a Benefits Package which includes Medical Insurance, Matching 401K, PTO, Paid Holidays, And Bonus Potential.

Longevity

As one of the area’s leading management companies of privately owned rental homes, we offer a level of service that's unheard of when it comes to managing such properties. This ensures an enviable degree of employment stability in often uncertain times.

Compensation

• Salary Range $68,000 to $72,000.

Gulf Coast is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against applicants based upon race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or other classes protected by applicable law.

Gulf Coast is committed to maintaining a safe and productive work environment. Possession, use, or being under the influence of alcohol or illegal drugs in the workplace is prohibited.

Employees required to drive a company vehicle must have a valid driver's license and be at least 18 years of age.

An offer of employment for this role will be contingent upon the successful completion of a background check.