Inn Operations & Guest Experience Manager

The Joshua Tree House; Tucson (AZ); Hybrid; USD 60,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Paid Time Off

Paid sick leave

Compensatory time for major holiday

Job summary

The Joshua Tree House in Tucson, AZ seeks an Inn Operations & Guest Experience Manager to oversee daily operations, guest journeys from booking to departure, and on-site leadership for the Tucson and Joshua Tree properties. This role coordinates with a remote guest communication team and local vendors, ensuring consistent brand standards while not handling marketing or pricing decisions.

The position is full-time, salaried, with a Fri-Mon on-site presence and two midweek days off.

Qualifications

• 3+ years hospitality or boutique property management experience.
• Strong systems and organizational skills.
• Calm and decisive under pressure.
• Experience managing small teams.

Responsibilities

• Oversee the full guest journey from booking to departure.
• Maintain brand-aligned communication standards.
• Monitor reviews and identify operational improvements.
• Lead hiring for housekeeping and manage remote Guest Communication Specialists.
• Coordinate with vendors, handling scheduling and site readiness.
• Provide elevated in-person hosting support during peak weekends and events.

Skills

Hospitality management

Team leadership

Vendor coordination

Operational oversight

Tools

Property management systems

Job description

Full-Time, Salaried Leadership Role Structured Weekend Presence | Hybrid Weekdays Salary: $60,000 - $72,000 salary annually Includes Health, Vision & Dental Insurance + PTO

About Us

The Joshua Tree House is a family-run, design-forward hospitality brand rooted in nature. Our Tucson inn borders Saguaro National Park and includes eight thoughtfully designed suites, shared outdoor spaces, gardens, and a small bath house used for guest wellness experiences. We also host guests at thoughtfully designed homes in Joshua Tree, CA near Joshua Tree National Park.

We are entering a new chapter of operational refinement and are seeking a grounded, capable leader to steward the guest experience and daily operations of the inn & Joshua Tree homes.

This is a leadership role within a small, values-driven team.

The Role

Inn Operations & Guest Experience Manager (IOM) serves as the operational captain of our Tucson & Joshua Tree properties.

You will oversee daily operations, team coordination, vendor management, and guest experience standards. This role manages the remote Guest Communication team, oversees housekeeping staff, and coordinates with property vendors and contractors to ensure smooth day-to-day operations. You will not be responsible for marketing, pricing strategy, or brand direction. Those remain with ownership.

You are the steady presence that ensures the inn runs smoothly and beautifully without requiring daily owner involvement.

This role is supported by a remote Guest Communication team and dedicated vendor partners, allowing the manager to focus on on-site leadership and smooth day-to-day operations.

This role does not include living on site.

Schedule

• Fri-Mon core on-site presence
• Two protected days off each week (typically Tuesday & Thursday)
• Wednesdays: mix of remote work and occasional on-site needs
• Hybrid flexibility built into the schedule

Work Rhythm

This role is structured around our busiest guest periods and includes consistent on-site leadership presence Friday through Monday.

Core On-Site Days

Friday through Monday (required weekly)

These days align with our highest guest activity and turnover periods.

Weekly Days Off

Two days off weekly (Tuesday and Thursday are protected full days off).

We value sustainable leadership and clear work-life boundaries. These are true days off except in rare emergency circumstances.

Wednesdays are typically used for operational oversight, vendor coordination, and administrative work.

• Some weeks include on-site presence for vendor coordination, property audits, maintenance oversight, and team check-ins.
• Other weeks are remote administrative days focused on scheduling, documentation, inventory oversight, and operational planning.

On-site Wednesdays typically occur 2-3 times per month depending on operational needs.

This structure allows for consistent midweek oversight while maintaining a sustainable weekly rhythm.

Holiday Coverage

Because holidays are often peak guest periods, the Inn Operations & Guest Experience Manager will provide on-site leadership coverage for select major holidays.

Major holiday periods may include:

• Fourth of July
• Thanksgiving
• Christmas Week
• New Year's Week

Holiday coverage is scheduled in advance and shared equitably year to year. The Inn Operations & Guest Experience Manager will typically be expected to work 2-3 major holiday periods annually, depending on business needs.

When a major holiday is worked, compensatory time off is provided within 30 days.

Not all holidays require full on-site leadership. Some periods may be supported by the remote Guest Experience team and on-site support staff, with the IOM on-call only.

Key Responsibilities

Guest Experience Leadership

• Oversee the full guest journey from booking to departure
• Maintain brand-aligned communication standards
• Monitor reviews and identify operational improvements
• Conduct twice-monthly wedding tours
• Maintain positive local and neighbor relations, serving as the primary on-site contact for community awareness and property stewardship matters
• Provide elevated in-person hosting support during peak weekends, buyout check-ins, or special events, including occasional check-in greetings and high-touch guest interaction when appropriate
• Cross-check booking platforms and calendars to prevent errors

Team Management

• Lead and support two remote Guest Communication Specialists
• Manage scheduling and coverage
• Conduct monthly check-ins
• Lead hiring for housekeeping team
• Maintain team accountability and standards
• Oversee housekeeping quality and deep clean schedule
• Coordinate pest control, septic, HVAC, chimney sweeps, window cleaning, etc
• Manage preventative maintenance calendar
• Coordinate with landscapers and pool vendors
• Troubleshoot smart home systems (primarily remote capable)
• Conduct a weekly comprehensive walk-through of guest paths, gardens, irrigation systems, and exterior areas to monitor property health and identify maintenance or environmental concerns

Programming & Special Events Coordination

Support the coordination and operational execution of occasional JTH-led programming and events (approximately 3-4 annually). Responsibilities include:

• Vendor and partner coordination
• Scheduling and timeline management
• Property preparation and setup oversight
• Guest list coordination with communications team
• Day-of logistical support

Creative direction and event concept development remain led by JTH founders.

Inventory & Supply Management

• Oversee linen and towel reorders
• Oversee reorders for Bath House supplies
• Manage cleaning supply and landscaping supply reorders
• Check souvenir shop stock levels and place reorders as needed (2-4x per year)
• Coordinate coffee pickup in town

Operational Logistics

• Accept and organize packages delivered to the inn
• Collect and manage incoming property mail
• Submit bi-weekly payroll to Accounting
• Coordinate lost & found shipping
• Ensure bath house readiness when scheduled
• Maintain operational documentation and SOPs
• Coordinate operational setup and takedown for occasional JTH-branded events (workshops, retreats, artist residency, intimate dinners; typically 1-2 per quarter)
• Oversee guest review responses to ensure tone alignment and service consistency; step in directly for sensitive or escalated reviews

What This Role Is Not

• Not a front desk position
• Not a marketing role
• Not a 24/7 on-call role
• Not a live-in manager role
• Not an event production role

This is a structured leadership role with defined scope and sustainable boundaries.

Ideal Candidate

• 3+ years hospitality or boutique property management experience
• Strong systems and organizational skills
• Calm and decisive under pressure
• Experience managing small teams
• Comfortable with scheduling and vendor coordination
• Appreciation for thoughtful design and nature-based hospitality

Bonus:

• Experience in boutique inns or retreat spaces
• Familiarity with property management systems
• $60,000 - $72,000 salary annually, depending on experience
• Health insurance
• Vision insurance
• Paid Time Off (three weeks annually)
• Paid sick leave
• Compensatory time for major holiday coverage
• Growth potential within expanding hospitality brand

What Success Looks Like

• The inn runs smoothly without daily owner intervention
• Guests consistently leave positive reviews
• The team operates with clarity and accountability
• Maintenance and operational issues are addressed proactively
• Systems are refined and documented

*We're a small, design-forward inn where hospitality is personal and intentional, so finding someone who feels aligned with the spirit of the property matters deeply to us.*