Guest Services & Owner Relations Property Manager

Position Overview

Hemlock House Rentals and Property Management is seeking an experienced Guest Services & Owner Relations Property Manager to oversee guest communication, owner relationships, and the daily operational follow-through for our growing short-term rental portfolio.

This is a management-level position requiring previous experience in the short-term rental or vacation rental industry. The right candidate must understand the urgency, communication demands, and operational coordination involved in managing professionally operated vacation rentals.

This role does not personally perform cleaning, maintenance, or property inspections. The primary responsibility is ensuring that guest concerns, owner requests, quality-control findings, and operational issues are properly documented, assigned, monitored, and resolved in a timely manner.

Required Experience

Short-term rental or vacation rental industry experience is required.

Applicants must also have experience or a strong working understanding of:

● Guest services within the short-term rental industry

● Professional owner relations

● Owner statements and property-level financial reporting

● Rental revenue, occupancy, and property performance

● Reservation and property-management software

● Coordinating cleaners, maintenance technicians, quality-control staff, and outside vendors

● Managing time-sensitive guest and property issues

● Communicating professionally with property owners regarding operational and financial concerns

Applicants without relevant short-term rental or vacation rental experience will not be considered.

Guest Services Responsibilities

● Monitor and respond to guest calls, messages, and concerns professionally and promptly.

● Maintain communication coverage between 9:00 a.m. and 9:00 p.m.

● Ensure guest issues are accurately documented and entered into Breezeway.

● Assign reported issues to the appropriate team member or vendor.

● Monitor open tasks to ensure they are acknowledged, scheduled, and completed promptly.

● Follow through with guests after work is completed to confirm that the issue has been resolved.

● Coordinate alternate solutions when an issue cannot be corrected immediately.

● Escalate serious safety, property, or guest concerns to ownership when appropriate.

● Maintain a calm, professional hospitality tone, even during difficult or high-pressure situations.

Owner Relations Responsibilities

● Serve as a primary point of contact for property owners after their property is actively under management.

● Provide timely, knowledgeable, and professional responses to owner questions and concerns.

● Understand and clearly explain owner statements, rental revenue, expenses, occupancy, and general property performance.

● Research questions before responding and provide owners with accurate, complete information.

● Communicate maintenance needs, quality-control concerns, guest-reported issues, and recommended property improvements.

● Coordinate approved work with the appropriate internal team member or outside vendor.

● Follow through until owner requests and property issues are fully resolved.

● Maintain clear records of owner conversations, approvals, concerns, and follow-up items.

● Build strong, professional relationships that support owner confidence and long-term retention.

Operational and Maintenance Oversight

● Actively monitor Breezeway throughout the day.

● Ensure guest-reported problems and quality-control findings are converted into clear, actionable tasks.

● Confirm that tasks are assigned to the appropriate employee or vendor.

● Track open maintenance and operational tasks through completion.

● Follow up when tasks are delayed, incomplete, or missing required documentation.

● Coordinate urgent repairs, supply needs, callbacks, and property-readiness concerns.

● Ensure homes are prepared for upcoming guest and owner arrivals.

● Communicate schedule changes and priorities clearly to the appropriate team members.

● Verify that completed work includes sufficient notes, photos, receipts, and other documentation when required.

● Keep ownership informed of serious, unresolved, or recurring property concerns.

This position oversees coordination and follow-through. It does not routinely perform repairs, cleaning, or physical inspections.

Administrative Responsibilities

● Maintain accurate records in Breezeway and other company systems.

● Review upcoming arrivals, departures, owner stays, and same-day turns.

● Monitor unresolved guest, owner, maintenance, and quality-control issues.

● Ensure necessary approvals and supporting documentation are obtained.

● Assist with owner reporting and property-performance questions.

● Identify recurring operational problems and communicate recommended solutions to company ownership.

● Help maintain consistent service standards across the portfolio.

Schedule and Work Structure

● Monday through Friday office presence is required.

● Communication and operational monitoring outside regular office time will be handled remotely.

● Weekend coverage is remote.

● Guest and owner communication coverage is maintained between 9:00 a.m. and 9:00 p.m.

● Candidates must be able to respond to time-sensitive situations during their assigned coverage.

● Some schedule flexibility may be required during peak seasons, emergencies, holidays, and periods of high occupancy.

Qualifications

● Required short-term rental or vacation rental industry experience

● Required guest-services and owner-relations experience

● Working knowledge of owner statements, rental revenue, expenses, occupancy, and property performance

● Strong written and verbal communication skills

● Excellent organizational and follow-through abilities

● Ability to manage several active issues and priorities simultaneously

● Ability to remain professional and solutions-focused under pressure

● Strong judgment regarding when to resolve an issue independently and when to escalate it

● Experience using Breezeway, OwnerRez, or comparable property-management software is strongly preferred

● Reliable transportation and the ability to work from our Pigeon Forge office Monday through Friday

Ideal Candidate

The ideal candidate is experienced, organized, accountable, and comfortable taking ownership of problems through completion. This person understands that effective property management requires more than simply answering messages—it requires documenting issues correctly, coordinating the appropriate response, monitoring progress, communicating with everyone involved, and ensuring nothing is forgotten.

We are looking for someone who can confidently communicate with guests, owners, employees, and vendors while maintaining the high level of service expected from a professional short-term rental management company.

Pay: $43,000.00 - $50,000.00 per year

Benefits:

• Employee discount
• Paid time off
• Professional development assistance
• Referral program

Work Location: In person

Salary : $43,000 - $50,000