Guest Experience and Operations Coordinator

Company Overview

Home Sweet City is the highest rated short stay Property Management Company in Washington, D.C. We are a family owned company with 10+ years of experience managing high quality rental properties to ensure a 5 star experience for our guests.

We have an exciting opportunity for a dedicated and detail-oriented Customer Experience Coordinator to join our administration team managing 80+ quality short term rental properties in the District, reporting directly to the CEO. We are a close knit and highly successful team and the role requires someone who is a great team player, oozing positivity and great overall attitude to join our all star staff, with an aspiration to grow and develop personally and professionally.

Position Summary

The Guest Experience and Operations Coordinator is a central, high-impact role responsible for managing day-to-day guest communications, coordinating maintenance dispatch, handling OTA messaging, and serving as a key initial point of contact for property owners. This role sits at the intersection of hospitality, operations, and communication, ensuring a seamless experience for guests while supporting internal teams and ownership with timely, accurate information.

This position requires strong communication skills, sound judgment and comfort with technology.

Responsibilities

Guest Communication and Experience

• Serve as the primary point of contact for guests before, during, and after their stay
• Manage guest inquiries, requests, and issues via phone, email, text, and messaging platforms
• Proactively communicate check-in instructions, stay information, and issue resolutions
• Handle guest concerns and escalations with professionalism, empathy, and urgency
• Ensure guest interactions align with company service standards and brand voice

Maintenance Dispatch and Coordination

• Receive, assess, and triage maintenance issues reported by guests or internal teams
• Dispatch maintenance vendors or internal technicians based on urgency and scope
• Track maintenance requests from report through resolution
• Communicate status updates to guests and internal stakeholders as needed
• Escalate recurring or high-risk issues appropriately

OTA and Platform Communication

• Manage guest messaging across OTA platforms, including Airbnb, Vrbo, and others
• Ensure timely, accurate responses that meet platform response-time requirements
• Coordinate with internal teams to resolve OTA-related guest issues or inquiries
• Document relevant communication in internal systems for visibility and continuity

Owner and Internal Communication

• Serve as a communication liaison between operations teams and property owners
• Respond to owner inquiries related to guest activity, property issues, or operations
• Provide clear updates on maintenance, guest matters, and operational decisions
• Ensure owner communications are timely, factual, and aligned with company policies

Operational Support and Documentation

• Maintain accurate records in property management and communication systems
• Follow established procedures while identifying opportunities to improve workflows
• Support operational reporting and handoffs between teams when required
• Assist with onboarding new properties or operational processes as needed

Qualifications

• Experience in hospitality, vacation rentals, property management, or customer service preferred
• Strong written and verbal communication skills
• Ability to manage multiple conversations and priorities simultaneously
• Comfort working with technology, messaging platforms, and property management systems
• Strong problem-solving skills and calm decision-making under pressure
• Detail-oriented with a high sense of ownership and follow-through
• Professional demeanor when interacting with guests, owners, and vendors

Work Style and Expectations

• Highly responsive and service-oriented
• Organized, dependable, and proactive
• Comfortable operating in a fast-paced, guest-driven environment
• Team-focused with the ability to work independently
• Willingness to follow defined processes while contributing to continuous improvement

Compensation & Benefits

Salary: $55,000 per year

Benefits:

• PTO
• Health Insurance
• Retirement Accounts

Job Type

Full-Time

Job Location

This is an office position based in Washington D.C.

Why This Role Matters

This role is essential to delivering a consistent, high-quality guest experience while ensuring smooth internal operations and clear owner communication. The Guest Experience and Operations Coordinator plays a critical role in protecting reviews, reducing friction, and supporting the overall performance of the portfolio. This position requires the ability to manage multiple priorities in a fast-paced vacation rental environment.

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