Guest Operations Coordinator

UrbanNashville Vacation Rentals | Nashville, TN

UrbanNashville Vacation Rentals is a locally owned vacation rental management company operating throughout Nashville. Our team manages hundreds of reservations each month across a growing portfolio of homes, and every day brings something new.

We're looking for someone who enjoys organized chaos. This isn't a traditional customer service or front desk position. You'll be at the center of our daily operation, balancing guest communication, coordinating with housekeeping and maintenance, solving problems, making judgment calls, and helping keep everything running smoothly.

If you like being busy, thinking on your feet, and taking ownership instead of waiting to be told what to do, you'll probably enjoy this role.

Compensation & Benefits

• $22/hour
• Overtime pay
• On-call compensation
• 2 weeks of PTO after one year
• ICHRA health benefits after the introductory period

Responsibilities include:

• Communicate with guests before, during, and after their stay through Airbnb, VRBO, Booking.com, Expedia, and direct bookings.
• Solve guest concerns quickly while protecting both the guest experience and company standards.
• Prioritize competing issues and determine what requires immediate action versus what can wait.
• Coordinate with housekeeping, maintenance, inspectors, and teammates to keep operations running smoothly.
• Assist guests with reservations, payments, and booking questions.
• Identify opportunities to upsell services and improve the guest experience.
• Help monitor and coordinate our remote Guest Support Virtual Assistants during peak periods to ensure inboxes remain organized and response times stay high.
• Participate in weekend and after-hours on-call rotations.
• Look for ways to improve processes rather than simply following them.

This role is a great fit for someone who:

• Enjoys fast-paced work where no two days look the same.
• Stays calm when multiple priorities happen at once.
• Makes thoughtful decisions without needing constant direction.
• Is naturally organized and enjoys keeping many moving pieces on track.
• Communicates professionally with guests, teammates, and vendors.
• Takes ownership when something needs attention.
• Likes working as part of a close-knit team where everyone pitches in.

• Prefer highly repetitive work with the same routine every day.
• Become overwhelmed when priorities change throughout the day.
• Need detailed instructions before making decisions.
• Dislike collaboration or helping in areas outside your primary responsibilities.

• Strong customer service or hospitality experience preferred.
• Excellent written and verbal communication skills.
• Exceptional organizational and time management skills.
• Comfortable making sound decisions under pressure.
• Strong problem-solving ability with excellent attention to detail.
• Comfortable learning new software and technology.
• Experience with vacation rentals, hospitality, logistics, dispatching, property management, or operations is a plus but not required.
• Bachelor's degree is a plus but not required.
• Minimum typing speed of 55 WPM preferred.
• Reliable transportation.
• Must live in Nashville or be relocating before employment begins.

• Full-time
• Rotating weekends (approximately every 3rd to 4th weekend)
• Rotating after-hours on-call schedule (paid)
• Overtime opportunities available

We're a small team where your work genuinely matters. You'll have the opportunity to take ownership, develop professionally, and help shape how we operate as we continue to grow.

We're looking for someone who wants more than answering phones. We're looking for someone who enjoys solving problems, making good decisions, and helping an entire operation succeed.

If that sounds like you, we'd love to meet you.