Guest Experience Lead – VIP & Loyalty

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

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