Guest Experience Manager

COMPANY OVERVIEW

Coastal Vibe Vacations, established in 2015, manages 160 condos on Okaloosa Island and has earned a strong reputation for quality service and memorable guest experiences. We are passionate about delivering exceptional experiences for our guests and outstanding service to our property owners. As a purpose-driven company, our mission is creating lasting memories by bringing people together - with a personal touch from our family to yours.

Coastal Vibe Vacations -

BE the VIBE

Our core values, known as BE the VIBE, guide how we work, serve our guests and owners, and support each other:

• B*alance* – Family First while striving for excellence in our work.
• E*mpathy* – Put yourself in their flip-flops.

The

• V*alue Teamwork* – Approach problems with a “we over me” mentality.
• I*nitiative* – Be proactive and take ownership. “See something, do something.”
• B*e Passionate* – Care about your work and take pride in what you do.
• E*mbrace Growth and Change* – Welcome learning opportunities and adaptability.

POSITION SUMMARY

The Guest Experience Manager is a key member of the Operations team, directly contributing to the satisfaction of our guests and property owners. This fast-paced role requires a high level of reliability, attention to detail, and the ability to perform effectively under pressure. Strong written and verbal communication skills, organizational and multitasking abilities, interpersonal skills, and a collaborative approach to team success are essential. The role includes guest service, handling escalated guest concerns, property inspections, and close coordination with the operations team to deliver outstanding service and well-maintained properties, while consistently providing calm, confident, and professional responses even in tense or high-stress situations.

RESPONSIBILITIES

• Receive, track, and resolve in-house guest requests to ensure timely and satisfactory outcomes for guests and owners.
• Approach all encounters with guests and team members in an attentive, friendly, courteous, and service-oriented manner.
• Address guest concerns and complaints promptly and professionally, striving for swift resolution and high guest satisfaction.
• Answer in-house guest calls and emails as needed during lighter inspection and property care days.
• Serve as a lead inspector on Saturdays at a designated resort on Okaloosa Island.
• Create work orders for guest service requests, including determining urgency and coordinating access when guests are away.
• Accurately create, update, and manage spreadsheets and digital tools to support guest experience, inspections, reporting, and operational follow-through.
• Assist in developing guest experience programs for repeat guests and snowbirds.
• Address light housekeeping and other guest-service needs when bandwidth permits, and delegate to other team members as needed.
• Track the status of in-house service requests and follow up with guests to ensure resolution.
• Review team feedback collected during off-season projects (e.g., Preventive Maintenance Program & Property Care Assessments) to identify actions needed for excellent guest experiences and property care.
• Review guest feedback and reviews weekly, assisting in the development of plans for improvement as needed.
• Conduct routine property inspections to ensure units meet Coastal Vibe standards for cleanliness, safety, and maintenance.
• Collaborate with housekeeping and maintenance teams to address property issues promptly and maintain high standards.
• Track and report property conditions, identifying recurring issues and recommending preventive measures.
• Assist with off-season projects and property care assessments.
• Ensure all properties are prepared and maintained for guest arrivals, including pre-arrival inspections and post-checkout reviews using our Breezeway inspection process.

Requirements:

• Must have previous experience in the hospitality industry, preferably in guest relations/experience.
• 40 hours per week (hourly)
• Work Location: All team members work between various resorts on Okaloosa Island
• Working Saturdays is required
• The expectation is that PTO days will not be used on Saturdays during peak season
• Provide rotating on-site Sunday coverage during peak season, with more flexible Sunday scheduling during the off-season
• Off days will be two set continuous days each week. Schedule to be determined based on team needs.
• Frequently required to stand and walk, climb, balance, bend, stoop, kneel or crawl.
• Exposure to outside weather conditions (heat).
• Must regularly lift and/or move up to 20 pounds, occasionally lift and/or move up to 50 pounds.
• Must have a smartphone to operate company apps.
• Must have a reliable vehicle to travel between locations.

Why Join Us?

If you’re looking for more than just a job, if you want to be part of a team that values connection, accountability, and excellence then you’ll feel right at home with Coastal Vibe Vacations. We take pride in our work and in the condos we care for, but even more in the people who make it all happen.

You’ll join a supportive, collaborative team that celebrates initiative, creativity, and growth. Every day brings new opportunities to problem-solve, make an impact, and create experiences that guests will remember for years. Together, we bring our company values to life through teamwork, integrity, and a genuine passion for hospitality.

Job Type: Full-time

Pay: $47,000.00 - $55,000.00 per year

Benefits:

• Paid time off

Application Question(s):

• How does your previous skills and position make you a good fit for Coastal Vibe Vacations?
• This job requires weekend availability - are you able to work weekends?
• Do you have experience in short term vacation rentals? Specifically in Guest Relations/Experience?

Work Location: In person

Salary : $47,000 - $55,000