Guest Experience Coordinator

Del Mar Vacations; Town of Orleans (NY); On-site; USD 30,000 - 39,000; Full time

Benefits offered by this job

Vacation time (2 weeks)

Sick time (1 week)

Health insurance subsidy

Health savings account (HSA)

401k with 4% match

Professional development

Yearly bonus program

Job summary

Del Mar Vacations is seeking a dedicated guest experience specialist to own the whole guest experience during stays. You will respond promptly via text, email, or phone with empathy and efficiency, troubleshooting issues and ensuring satisfaction.

You will coordinate with internal teams, monitor HubSpot inboxes, follow up on tickets, and encourage reviews from past guests. The role requires clear communication, a guest-first mindset, and the ability to manage multiple tasks in a fast-paced

Qualifications

• Excellent communication, clear and calm under pressure.
• Empathetic and able to turn challenges into delightful guest experiences.
• Able to manage multiple tasks and pivot priorities fluidly throughout the day.
• Familiar with platforms like HubSpot, Google Suite, Zuper, and Guesty.

Responsibilities

• Serve as the primary point of contact for guest service requests and issues during their stay; troubleshooting issues.
• Coordinate with internal teams to ensure timely resolution.
• Communicate proactively with upcoming guests about known issues or service alerts.
• Monitor and manage HubSpot guest experience inboxes.
• Follow up on open service tickets and confirm resolution satisfaction.
• Follow up on check-in messages and gather feedback.
• Reach out to past guests post-stay to encourage 5-star reviews.
• Submit guest reviews to HubSpot for tracking.
• Manage Lost & Found communication and coordination.
• Handle refunds and escalated guest concerns with care and professionalism.
• Monitor Slack for urgent guest updates and internal requests.
• Track and elevate guest trends or recurring issues to leadership.

Skills

Communication

Empathy

Multitasking

Problem-solving

Customer service

Tools

HubSpot

Google Workspace

Zuper

Guesty

Job description

What You’ll Own

The whole Guest Experience

Serve as the primary point of contact for guest service requests and issues during their stay; troubleshooting issues. You’ll be a professional problem solver!

• Respond promptly via text, email, or phone to resolve concerns with empathy and efficiency
• Coordinate with internal teams (landscape, cleaning + maintenance, etc.) to ensure timely resolution
• Communicate proactively with upcoming guests about known issues or service alerts
• Monitor and manage HubSpot guest experience inboxes
• Follow up on open service tickets and confirm resolution satisfaction

Guest Communication & Engagement

• Follow up on check-in messages (we call them wellness checks) to guests during their stay
• Make check-out calls and gather feedback to improve future stays
• Reach out to past guests post‑stay to encourage 5‑star reviews on Airbnb and VRBO
• Submit guest reviews to HubSpot for tracking
• Manage Lost & Found communication and coordination
• Handle refunds and escalated guest concerns with care and professionalism

Administrative Support

• Monitor Slack for urgent guest updates and internal requests
• Track and elevate guest trends or recurring issues to leadership
• Support early check‑in coordination and approval workflows
• Assist with documentation and record‑keeping related to guest issues
• Review voicemails and respond or upscale as needed
• Maintain accurate records in the Refund Pipeline

You Might Be a Fit If You…

• Excel at communication—clear, kind, and calm under pressure
• Are naturally empathetic and love turning challenges into delightful moments
• Can manage multiple tasks and pivot priorities fluidly throughout the day
• Are comfortable using platforms like HubSpot, Google Suite, Zuper, and Guesty
• Bring a guest‑first mindset to everything you do

Why Join the Del Mar Vacations Team

Del Mar Vacations is a Veteran‑owned and operated, full‑service vacation rental company on Cape Cod. We specialize in providing 5‑star experiences to our guests, homeowners and each other. As a hospitality and service first culture, our team and their talents are the key to our success.

Working at Del Mar means you will be surrounded by passionate, smart, and engaged people who are focused on superior problem solving and outstanding customer service. Our ideal candidates enjoy working in a small, tight‑knit, high energy and supportive team, are intellectually curious, comfortable with ambiguity, have a positive outlook, and are able to pivot quickly as things change.

Benefits

• 2 weeks of vacation time
• 1 week of sick time
• Partially subsidized health insurance
• HSA (health savings account)
• 401k with up to 4% match
• Professional development opportunities
• Yearly bonus program (and other rewards and recognition both big and small)

Salary Range

$22.00-$28.00 per hour based on experience

Schedule

Full time position, schedule varies, must be able to work weekends

Del Mar Vacation, Inc is an equal opportunity employer. All employment will be decided solely on the basis of your qualifications and merit and according to hiring needs. We are committed to creating a collaborative team and do not to discriminate based off race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, amnesty, status as a covered veteran, military service, or any other class protected by applicable federal, state, and local laws.