Guest Experience & Loyalty Manager

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

Benefits offered by this job

Competitive compensation

Medical insurance

401K

PTO

Paid holidays

Bonus potential

Job summary

Gulf Coast Property Management in Bradenton, FL, is seeking a Customer Experience Manager to deliver exceptional guest experiences, with focus on repeat and VIP guests and prompt issue resolution.

You will lead the Call Center team, oversee the internal ticketing system, collaborate with Operations and Property Services, and analyze guest feedback to drive service improvements and protect the company's reputation across OTA platforms.

Qualifications

• Experience in guest experience principles within vacation rental or hospitality.
• Ability to own outcomes and remain accountable.
• Strong communication and collaboration across departments.
• Analytical mindset to identify trends from guest feedback.

Responsibilities

• Manage escalated guest concerns with professionalism and urgency.
• Support Call Center operations to ensure high-quality communication.
• Oversee ticketing system compliance and timely updates.
• Identify recurring guest complaints and work with teams to address root causes.
• Lead guest resolution efforts for significant service failures or property issues.
• Review guest feedback to spot trends and service gaps.

Skills

Guest experience

Escalation management

Cross-functional collaboration

Communication

Problem-solving

Leadership

Tools

Ticketing system

Job description

Gulf Coast Property Management in Bradenton, FL, is seeking a Customer Experience Manager to deliver exceptional guest experiences, with focus on repeat and VIP guests and prompt issue resolution.

You will lead the Call Center team, oversee the internal ticketing system, collaborate with Operations and Property Services, and analyze guest feedback to drive service improvements and protect the company's reputation across OTA platforms.