Guest Operations Support Specialist

Evolving Solution Services; Heber City (UT); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Evolving Solution Services is seeking a Guest Operations Support Specialist in Heber City, UT. This hybrid role involves guest services, relationship management, and operational coordination across property management, maintenance, and housekeeping teams.

The position supports leaders with projects, tracking, and reporting, while maintaining confidentiality and professionalism. A minimum of one year in a related role is preferred, with strong Excel and CRM skills highly valued.

Qualifications

• Experience in hotel, hospitality, vacation rental, property management, multi-site operations, guest services, or a similar industry is highly preferred.
• Minimum of 1 year of experience in an administrative, customer service, guest services, relationship management, or operational support role.
• Strong Microsoft Excel skills with the ability to organize data, maintain trackers, filter information, and create reports.

Responsibilities

• Act as a primary point of contact for guests, homeowners, vendors, and other stakeholders.
• Manage inquiries via phone, email, chat, and in-person interactions related to reservations and service needs.
• Coordinate with Property Management, Maintenance, Housekeeping, and vendors to ensure timely resolution of issues.
• Assist leadership with operational projects, trackers, reporting, and follow-up to support market growth.

Skills

Customer Service

Organization

Communication

Hospitality

Tech Savvy

Tools

Guesty

Breezeway

Excel

CRM systems

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Guest Operations Support Specialist

Full Time Heber City, UT, US

12 days ago Requisition ID: 1181

Guest Operations Support Specialist

Schedule: Hybrid 2-3 days WFH. Five-day workweek with two consecutive scheduled days off. Schedule flexibility is required to meet business needs, including weekends, holidays, and peak operational periods as needed.

Compensation: TBD based on experience

The Opportunity

This is an opportunity to have influence, grow, learn, and make an impact while working closely with Regional and local Operations leadership in the high-growth vacation rental management industry.

As our Guest Operations Support Specialist, you'll serve as a key point of contact for guests, homeowners, vendors, and internal teams while providing administrative and operational support within the market. This position combines guest services, relationship management, administrative coordination, and operational project follow-through, making you an important partner in creating positive guest and homeowner experiences while keeping day‑to‑day operational priorities moving forward.

You'll handle phone calls, emails, chats, and in‑person interactions while coordinating closely with Property Management, Maintenance, Housekeeping, vendors, and other partners throughout the market. In addition to guest‑facing responsibilities, this role will assist local and regional leadership with operational projects, tracking, reporting, coordination, and follow‑up as the portfolio continues to grow and evolve.

This is an ideal opportunity for someonehighly organized, relationship‑focused, tech‑savvy, adaptable, and comfortable balancing guest‑facing responsibilities with behind‑the‑scenes operational support.

Core Responsibilities

Guest Services & Relationship Management

Act as a primary point of contact for guests, vendors, homeowners, and other stakeholders throughout the market.

Manage incoming phone calls, occasional outbound calls, emails, chats, and in‑person inquiries related to reservations, properties, statements, service needs, and other questions or concerns.

Deliver thoughtful, professional service while building trust and maintaining positive relationships with guests, homeowners, vendors, and internal partners.

Exercise good judgment and understand your audience when communicating with guests, homeowners, field teams, managers, vendors, and company leadership.

Help resolve concerns by coordinating with the appropriate internal teams and following issues through to resolution.

Meet and maintain company standards and metrics related to guest satisfaction, accuracy, efficiency, responsiveness, and inquiry conversion to reservations.

Build and maintain strong working relationships and open lines of communication across internal support teams.

Market Operational & Administrative Support

Assist with the creation, delegation, and follow‑up of Maintenance and Housekeeping tickets, as applicable.

Verify unit availability and assist with coordinating vendor, realtor, homeowner, and other property visits throughout the market portfolio.

Support local and regional leadership with assigned operational projects and special initiatives from assignment through completion.

Maintain organized trackers, action plans, reporting, documentation, and follow‑up items to provide visibility into operational priorities.

Establish and monitor deadlines, track progress, and follow up with appropriate team members to help ensure commitments are completed.

Identify stalled tasks, outstanding action items, or operational gaps and proactively communicate or help drive them toward resolution.

Coordinate initiatives across Property Management, Maintenance, Housekeeping, vendors, and other cross‑functional partners.

Help prioritize competing responsibilities based on guest impact, urgency, safety, homeowner needs, and overall business priorities.

Communicate project status, priorities, and operational information on behalf of leadership when appropriate.

Adapt quickly as the market and broader portfolio evolve, supporting seasonal demand, portfolio growth, and new operational initiatives as needed.

Handle guest, homeowner, employee, vendor, and business information with a high degree of confidentiality, discretion, and professionalism.

Perform other duties as assigned—because every day is different in hospitality!

Qualifications

Experience in hotel, hospitality, vacation rental, property management, multi‑site operations, guest services, or a similar industry is highly preferred.

Minimum of 1 year of experience in an administrative, customer service, guest services, relationship management, or operational support role is preferred.

Strong Microsoft Excel skills with the ability to confidently organize data, maintain trackers, filter information, and create reports. Experience with formulas, PivotTables, and lookups is a plus.

Strong technology and software aptitude with the ability to learn new systems quickly.

Experience with Guesty and Breezeway preferred.

Experience working with CRM platforms, property management systems, or similar operational technology is a plus.

Excellent written and verbal communication skills with the ability to adjust communication appropriately for guests, homeowners, executives, managers, field teams, and vendors.

Strong organization, time management, prioritization, and follow‑through skills.

Ability to manage multiple responsibilities, change activities frequently, and effectively navigate interruptions.

Highly dependable, self‑motivated, and able to work independently while maintaining accountability without constant oversight.

Comfortable taking ownership of assignments, tracking deadlines, and following up with others to keep priorities moving.

Flexible and comfortable pivoting as operational and business priorities change.

Excellent judgment, discretion, and professionalism when handling sensitive information.

Comfortable communicating confidently and professionally on behalf of leadership when appropriate.

Dependable and prepared. Showing up on time and ready to go is key to creating great stays for our guests, peace of mind for our homeowners, and reliable support for our teams.

Physical Requirements & Workplace Environment

Work may take place indoors or outdoors throughout the assigned market, including private homes, resorts, offices, and other operational locations, sometimes in varying weather conditions.

This position follows a five‑day workweek with two consecutive scheduled days off. Schedule flexibility is required to meet hospitality and operational needs, including weekends, holidays, peak periods, and occasional needs outside regularly scheduled hours.

This role may involve travel between local properties and worksites; reliable personal transportation is required.

Ability to move freely, including balancing, climbing, crawling, driving, squatting, standing, stooping, walking, bending, pushing, pulling, reaching, and repetitive hand/finger motions.

Ability to lift up to 50 pounds without assistance.