Lead Guest Experience Agent

Better Talent by Laveer & Co.

Blue Ridge (GA)

On-site

USD 55,000 - 60,000

Full time

3 days ago

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Benefits offered by this job

Paid time off

Life insurance

Dental insurance

Vision insurance

Retirement benefits

Long-term disability

Short-term disability

Tuition reimbursement

Relocation assistance

Commuting assistance

Employee discount

Cellphone reimbursement

Compensation after 90 days

Job summary

Southern Comfort Cabin Rentals in Blue Ridge, GA is seeking a Lead Guest Experience Agent to oversee daily guest communications, reservations, and service needs while guiding a team of Guest Experience Agents.

Reporting to the Assistant General Manager, you will manage inquiries, review daily priorities, and ensure reservations are accurate, with a focus on hospitality excellence and effective issue resolution.

Qualifications

Experience in hospitality, guest services, or high-volume customer service.
Strong telephone, written, and interpersonal communication.
Ability to manage multiple conversations and priorities.
Sound judgment resolving customer concerns.
Willingness to work weekends/holidays/evenings.
Knowledge of OTA platforms (Airbnb, VRBO, Booking.com) and property-management systems.
Ability to coach and provide feedback.

Responsibilities

Perform the responsibilities of a Guest Experience Agent.
Coordinate daily workflow of the team.
Handle escalations and guest inquiries.
Monitor open communications and unresolved needs.
Coach and reinforce established standards.
Lead department during shifts when the Assistant General Manager is unavailable.
Maintain accurate reservation information.
Improve scripts and templates for processes.

Skills

Hospitality experience

Reservations sales

Customer service

Communication

Multitasking

Policy knowledge

OTA knowledge

Tools

Airbnb

VRBO

Booking.com

Property management systems

CRM platforms

Telephone systems

OTA messaging

Job description

Company Overview

Southern Comfort Cabin Rentals manages a significant portfolio of vacation rental properties throughout Blue Ridge, Georgia, and the North Georgia area. We are focused on elevated service, thoughtful growth, clear accountability, and creating confidence for our guests, owners, and employees.

Listen
Acknowledge
Clarify
Connect

For us, hospitality means understanding what someone needs, taking ownership, communicating clearly, and looking for the one additional thing that could make the experience better.

At Southern Comfort Cabin Rentals, we believe our people are the heart of everything we do. Whether you are passionate about hospitality, operations, or creative strategy, we offer exciting career opportunities across multiple departments, including Reservations, Marketing, Operations, Housekeeping, Maintenance, and Business Development. As we continue to grow, we are looking for dedicated individuals ready to contribute to a team committed to excellence, guest satisfaction, and making a lasting impact in the vacation rental industry.

Position Summary

Southern Comfort Cabin Rentals is seeking a Lead Guest Experience Agent to support the daily execution of our guest experience and reservation operations. Reporting to the Assistant General Manager, this working-lead position will actively handle reservation inquiries, guest communications, service needs, and escalations while helping Guest Experience Agents understand daily priorities and follow established standards. The Lead Guest Experience Agent will help organize each day by reviewing open communications, new inquiries, arrivals, departures, escalations, and unresolved guest needs. This individual will serve as an accessible resource for the team, reinforce service expectations, support reservation accuracy, and help ensure guest concerns are carried through to resolution. This role supports daily execution and team performance but does not independently oversee departmental strategy, pricing, revenue management, or formal employment decisions unless specifically delegated by the Assistant General Manager.

What You'll Do

Perform the responsibilities of a Guest Experience Agent
Coordinate the daily workflow of the team
Serve as the initial resource for agent questions and escalations
Monitor open communications and unresolved guest needs
Coach and reinforce established standards
Identify performance or process concerns for the Assistant General Manager
Lead the department during assigned shifts or periods when the Assistant General Manager is unavailable
Coordinate daily guest experience execution
Deliver hospitality and reservation sales
Support guest issue resolution
Support team quality and accountability <--- (Note: no, the line is properly closed)
Improve the guest journey
Actively answer calls and messages, assist guests with property selection, convert qualified inquiries, and ensure reservation information is accurate
Help connect guests with the appropriate internal team when something does not go as planned
Maintain communication with guests throughout the resolution process and support fair, thoughtful service recovery
Identify recurring questions, communication gaps, process friction, and missed booking opportunities
Help improve scripts, templates, workflows, and team practices

Required Qualifications

Experience in hospitality, guest services, reservations, customer service, sales, or another high-volume customer-facing environment.
Strong telephone, written, and interpersonal communication.
Ability to manage multiple conversations and priorities.
Sound judgment when resolving customer concerns.
Ability to learn and accurately apply policies.
Comfort with reservations, communication, and workplace technology.
Dependability during assigned shifts.
Willingness to work applicable weekends, holidays, evenings, and peak-demand periods.
Ability to provide and receive coaching and constructive feedback.
Ability to remain calm and professional during escalated situations
Knowledge of working with OTA's such as Airbnb, VRBO, Booking.com, etc. Experience with property-management systems, CRM platforms, telephone systems, and OTA messaging.

Preferred Qualifications

Vacation-rental, hotel, resort, or travel experience.
Comfortable balancing hospitality with reservation sales.
Supportive of teammates without avoiding accountability.
This position is ideal for someone who wants to lead and influence a team while remaining actively connected to guests and daily operations
Reservation sales or contact center experience
Previous experience as a senior agent, shift lead, trainer, or supervisor
Experience reviewing performance measures and communication quality

Compensation, Benefits & More

Compensation: $55,000-$60,000 annually Bonus: Bonus plan included, with an all-employee compensation program available after 90 days Benefits & Employee Perks: