What are the responsibilities and job description for the Guest Experience Coordinator position at Del Mar Vacations?
About Del Mar Vacations
Del Mar Vacations is a Veteran-owned and operated, full-service vacation property management company with over 4 homes across Cape Cod. Our mission is to create lifelong memories through 5-star guest and homeowner experiences—and we do that by putting hospitality and service at the heart of everything we do.
We’re a team of passionate, smart, and engaged people who solve problems creatively and serve with care. Our ideal teammates thrive in a high-energy, tight-knit environment, are intellectually curious, optimistic, and ready to pivot when things change.
We Live And Work By Our Mantra
R.R.R.E.E.E. – Readiness. Responsiveness. Resolution. Empathy. Efficiency. Enthusiasm. It’s how we show up, how we fix things, and how we treat people.
Our Values Make This More Than Just a Job
Guest Experience Coordinator
Are you the kind of person who makes every guest feel like a VIP? Do you love delivering seamless, heartfelt service and solving problems before they become issues? We’re looking for a Guest Experience Coordinator to join our team and be the frontline hero for in-stay support, post-stay care, and everything in between that ensures 5-star stays.
What You’ll Own
The whole Guest Experience
Apply now by submitting your resume and cover letter! We can’t wait to meet you.
Del Mar Vacations is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis protected by law.
The Pay Range For This Role Is
20 - 28 USD per hour(US National)
Del Mar Vacations is a Veteran-owned and operated, full-service vacation property management company with over 4 homes across Cape Cod. Our mission is to create lifelong memories through 5-star guest and homeowner experiences—and we do that by putting hospitality and service at the heart of everything we do.
We’re a team of passionate, smart, and engaged people who solve problems creatively and serve with care. Our ideal teammates thrive in a high-energy, tight-knit environment, are intellectually curious, optimistic, and ready to pivot when things change.
We Live And Work By Our Mantra
R.R.R.E.E.E. – Readiness. Responsiveness. Resolution. Empathy. Efficiency. Enthusiasm. It’s how we show up, how we fix things, and how we treat people.
Our Values Make This More Than Just a Job
- Be Reliable. Reliable. Reliable.
- Think like a Guest. Think like a Homeowner. Think like a Team Member.
- The Obstacle is the Opportunity.
- Make it Happen.
- Be Anti-Fragile.
Guest Experience Coordinator
Are you the kind of person who makes every guest feel like a VIP? Do you love delivering seamless, heartfelt service and solving problems before they become issues? We’re looking for a Guest Experience Coordinator to join our team and be the frontline hero for in-stay support, post-stay care, and everything in between that ensures 5-star stays.
What You’ll Own
The whole Guest Experience
- Serve as the primary point of contact for guest service requests and issues during their stay; troubleshooting issues. You’ll be a professional problem solver!
- Respond promptly via text, email, or phone to resolve concerns with empathy and efficiency
- Coordinate with internal teams (landscape, cleaning maintenance, etc.) to ensure timely resolution
- Communicate proactively with upcoming guests about known issues or service alerts
- Monitor and manage HubSpot guest experience inboxes
- Follow up on open service tickets and confirm resolution satisfaction
- Follow up on check-in messages (we call them wellness checks) to guests during their stay
- Make check-out calls and gather feedback to improve future stays
- Reach out to past guests post-stay to encourage 5-star reviews on Airbnb and VRBO
- Submit guest reviews to HubSpot for tracking
- Manage Lost & Found communication and coordination
- Handle refunds and escalated guest concerns with care and professionalism
- Monitor Slack for urgent guest updates and internal requests
- Track and escalate guest trends or recurring issues to leadership
- Support early check-in coordination and approval workflows
- Assist with documentation and record-keeping related to guest issues
- Review voicemails and respond or escalate as needed
- Maintain accurate records in the Refund Pipeline
- Excel at communication—clear, kind, and calm under pressure
- Are naturally empathetic and love turning challenges into delightful moments
- Can manage multiple tasks and pivot priorities fluidly throughout the day
- Are comfortable using platforms like HubSpot, Google Suite, Zuper, and Guesty
- Bring a guest-first mindset to everything you do
- Amazing co-workers
- 2 weeks of vacation time 1 week of sick time
- Partially subsidized health insurance (we pay 75% for you your family members for the
- 401k with up to 4% match
- Professional development opportunities
- Yearly bonus program (and other rewards and recognition both big and small)
- Opportunities to engage with each other and the wider community
Apply now by submitting your resume and cover letter! We can’t wait to meet you.
Del Mar Vacations is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis protected by law.
The Pay Range For This Role Is
20 - 28 USD per hour(US National)