VIP Guest Experience Director & Escalation Lead

Choosegulfcoast; Bradenton, Northern (FL, KY); Hybrid; USD 68,000 - 72,000; Full time

Benefits offered by this job

Medical Insurance

Matching 401K

PTO

Paid Holidays

Bonus Potential

Job summary

Gulf Coast Property Management is seeking a Customer Experience Manager to elevate guest satisfaction, especially for repeat and VIP guests. You will oversee the Call Center, coordinate with Operations and Property Services, and ensure timely, professional escalation and resolution while protecting our reputation on OTA platforms.

This field-based role requires real-time assessment, strong communication across departments, and ownership of complex guest concerns, ticketing oversight, and ongoing

Qualifications

• Knowledge of guest experience principles in hospitality.
• Ability to anticipate guest and property concerns before they arise.
• Take ownership and exercise sound judgment in outcomes.
• Recognize patterns in guest feedback and link to performance.
• Collaborate across departments with strong communication.
• Remain calm and solutions-focused when handling escalations.
• Organizational, follow-up and problem-solving skills.
• Proficiency with devices; valid Florida driver's license.

Responsibilities

• Oversee guest experience initiatives for repeat and VIP guests.
• Manage Call Center operations and escalation handling.
• Monitor ticketing system for compliance and updates.
• Identify recurring complaints and address root causes.
• Coordinate with Operations and Property Services for complex issues.

Skills

Guest experience knowledge

Anticipate guest & property concerns

Ownership & accountability

Pattern recognition in feedback

Interpersonal communication

Calm, solutions-focused

Organizational & follow-up

Driver's license

Job description

Gulf Coast Property Management is seeking a Customer Experience Manager to elevate guest satisfaction, especially for repeat and VIP guests. You will oversee the Call Center, coordinate with Operations and Property Services, and ensure timely, professional escalation and resolution while protecting our reputation on OTA platforms.

This field-based role requires real-time assessment, strong communication across departments, and ownership of complex guest concerns, ticketing oversight, and ongoing