Guest Experience Team Lead

Seacoast 2 Summit Vacation Rentals exists to empower effortless vacation home ownership for their clients while providing a clean, comfortable and safe stay for every guest. We’re a fast-growing, hospitality-driven team redefining what great property care looks like across New England.

We're looking for a Guest Experience Team Lead who can balance being a hands-on communicator with being a steady coach for our growing team. You'll be the person guests count on when things go wrong, and the person your teammates look to for guidance, feedback, and support. This role requires someone who can lead by example, stay organized under pressure, and ensure every guest interaction reflects the warmth and professionalism Seacoast 2 Summit is known for. You'll own guest communication quality across all properties, build and manage team schedules, implement AI tools like Hostbuddy, and keep systems running smoothly so nothing slips through the cracks. If you're someone who thrives on solving problems, coaching others, and keeping a team moving in the right direction, this is your opportunity to make a real impact.

1. Guest Communication

• Answer guest messages quickly and warmly, across every property.

• Personally handle harder situations — complaints, refund requests, or safety concerns — and see them through to a resolution.

• Watch for guests who seem unhappy and step in early, before it becomes a bad review.

• Own implementation and management of Hostbuddy listings and GX related AI agents.

2. Team Coaching & Quality

• Check in on teammates' guest conversations regularly and give friendly, specific feedback.

• Help new GX teammates learn the tools, scripts, and property details they need. Own the onboarding and hire process of the GX Team.

• Share any bigger performance concerns with the GM — the GM makes the final call on hiring and personnel decisions, but this role presents them.

• Partner with Field Operations teams such as Cleaners, Caretakers and Maintenance personnel when handling on site issues outside of your scope (like shoveling issues and lock out issues beyond your control).

3. Scheduling & Coverage

• Build the team's schedule so someone is always covering check-ins, check-outs, and busy hours. Hold each team member accountable for their responsibilities.

• Fill in coverage gaps when someone is out or swaps a shift.

4. Weekly Reporting

• Send the GM a short weekly update: any big issues, how coverage went, and how the team is doing.

• Lead and own a weekly call that outlines the prior week of GX KPIs.

5. Keeping Systems Updated

• Keep guest notes and messages organized and current in the PMS (e.g., Guesty).

• Keep scripts, FAQs, and guides up to date as things change, and make sure the team knows about updates.

KPIs:

• 4.98 guest communication score

• 15 minutes or less response time among team

• Coverage reliability - no missed gaps in owner and guest messages beyond 24 hours

• 50% of guest messages are responded to with Hostbuddy

Experience & Skills

• 3-5 years of experience answering guest messages in hospitality or short-term rentals.

• 3-5 years managing and coaching teammates by example and honest feedback — not by title or authority.

• Strong written and spoken English; able to write in a warm, clear, professional way.

• Stays calm and patient when a guest is upset.

• Comfortable learning simple new software (like Guesty) when needed.

Traits

• A natural leader people want to follow — fair, consistent, and easy to work with.

• Organized; keeps track of schedules and tasks without things slipping through.

• Notices problems and patterns early and speaks up before they grow.

• Remain calm when plans change quickly.

Logistics

• Available during busy check-in/check-out times, including some evenings, weekends, and holidays.

• Willing to help with an urgent guest issue outside normal hours when it really can't wait.

• Weekends during EST hours are a must. Weekday schedule will be flexible. 5 days a week