Director of Guest Experience

Overview

• Position Overview
• The Director of Guest Experience is responsible for leading the Reservations and Guest Experience department by driving booking conversion, reservation accuracy, guest communication standards, service recovery, and daily team execution.
• This role serves as both a leader and producer. The Director of Guest Experience is expected to lead by example, actively participating in guest interactions while building the systems, accountability, and team performance necessary to deliver exceptional guest experiences and maximize revenue opportunities.
• The Director of Guest Experience owns department performance, team development, and the continuous improvement of the guest journey from inquiry through post-stay follow-up.
• Key Responsibilities
• Reservations & Booking Performance
• - Lead and oversee the daily operation of the Reservations department.
• - Monitor inquiry volume, booking pace, conversion rates, and reservation activity.
• - Ensure all guest inquiries receive timely, professional, and accurate responses.
• - Participate directly in reservation sales, booking support, and guest communications.
• - Identify missed revenue opportunities and implement corrective actions.
• - Improve inquiry-to-booking conversion through coaching, scripting, follow-up strategies, and accountability.

Ownership Expectation

• Every guest inquiry is treated as both a service opportunity and a revenue opportunity.
• Guest Experience & Service Recovery
• - Ensure guests receive exceptional service before, during, and after their stay.
• - Support the resolution of guest concerns and escalated guest issues.
• - Make decisions that balance guest satisfaction, homeowner interests, and company objectives.
• - Develop service recovery processes that create loyal, repeat guests.
• - Monitor guest feedback, reviews, complaints, and satisfaction metrics.

Ownership Expectation

• Guest concerns are resolved quickly, professionally, and with sound judgment.
• Team Leadership & Accountability
• - Lead and coach the Reservations and Guest Experience team.
• - Establish daily goals, priorities, and performance expectations.
• - Conduct daily review of department performance and execution.
• - Hold team members accountable to communication, responsiveness, and quality standards.
• - Foster a culture of ownership, hospitality, and continuous improvement.
• - Provide ongoing training, feedback, and performance development.

Ownership Expectation

• The team understands what success looks like every day and has the support to achieve it.
• Daily Department Execution
• - Begin each day by reviewing reports, pacing, inquiries, occupancy, communications, and performance metrics.
• - Identify operational challenges and create daily action plans.
• - Review previous day's results and determine adjustments needed to improve performance.
• - Maintain execution rhythm and accountability throughout the department.
• - Monitor reservation accuracy and documentation standards.

Ownership Expectation

• The department operates proactively rather than re-actively.
• OTA & Distribution Management
• - Oversee performance and guest communication across all OTA channels.
• - Monitor OTA messaging, response times, reviews, and guest satisfaction.
• - Identify trends impacting bookings or guest experience.
• - Work with Marketing and Revenue Management to capitalize on opportunities and address challenges.

Ownership Expectation

• OTA channels remain accurate, responsive, and aligned with SCCR service standards.
• Process Improvement & Guest Journey Optimization
• - Analyze guest interactions and identify recurring friction points.
• - Develop and improve scripts, templates, workflows, and communication standards.
• - Collaborate with Operations, Marketing, Owner Relations, and Revenue Management to improve the overall guest experience.
• - Recommend and implement process improvements that drive efficiency and satisfaction.

Ownership Expectation

• The guest journey becomes easier, more consistent, and more effective over time.
• Cross-Department Collaboration

The Director of Guest Experience works closely with

• - Operations
• - Revenue Management
• - Marketing
• - Owner Relations
• - Maintenance
• - Housekeeping
• - Finance
• To ensure communication is accurate, opportunities are captured, and guests receive a seamless experience.

Requirements

• - Experience in hospitality, vacation rentals, hotels, resorts, guest services, reservations, front office operations, or customer-facing sales.
• - Previous leadership or supervisory experience preferred.
• - Strong communication, organizational, and coaching skills.
• - Experience with reservation systems, PMS platforms, CRMs, OTA platforms, and reporting tools preferred.
• - Vacation rental experience preferred but not required.

Compensation

$50,000 - $70,000