Description
COMPANY OVERVIEW:
At Hosting from the Heart (HFTH), our roots run deep in the art of genuine hospitality. Born from a family's cherished tradition of welcoming guests into a beloved cabin, we’ve evolved into a thoughtfully curated collection of over 30 properties in the heart of Colorado. Our ethos centers on creating a "Luxurious Home Away from Home Experience" where every detail is designed to make both guests and team members feel valued, inspired, and at ease.
Working with us means being part of a story that transcends traditional property management. We believe in fostering warmth, creativity, and meaningful connections at every touchpoint. Our commitment to impeccable service and personalized guest experiences isn't just a business strategy; it’s a passion that infuses every aspect of our operations. This is a place where your ideas are not only heard but celebrated, and where every day brings an opportunity to craft unforgettable moments.
Join HFTH and be part of a company where the heart of hospitality meets innovative excellence. Here, you’ll contribute to an evolving legacy of care, creativity, and connection, all while advancing a career that makes a tangible difference in people’s lives.
POSITION SUMMARY:
Hosting from the Heart is seeking a Remote Guest Relationship Manager to join our team. In this role, you will serve as the primary point of contact for our guests, ensuring they receive exceptional, personalized service throughout their entire journey with us.
You will be responsible for managing guest communications, coordinating with local vendors and partners, and collaborating with our operations team to deliver unforgettable experiences. The ideal candidate will have strong communication skills, and a commitment to going above and beyond to exceed guest expectations.
Key responsibilities include overseeing daily guest communication from 8 AM to 5 PM, ensuring consistency and quality. The Guest Relationship Manager will also support and coordinate with the Guest Communications Specialist (who works the 11 AM to 8 PM shift) for seamless coverage. The ideal candidate will enjoy collaboration with the broader HFTH team in order to embody our "go the extra mile" culture that drives exceptional service outcomes.
In addition to working with guests, the Guest Relationship Manager will assist the HFTH team with property audits to ensure each home meets HFTH standards before guest check-in.
A demonstrated passion for delivering exceptional guest experiences, with a warm and service-oriented approach, and upholding the HFTH ethos of hospitality by providing a welcoming environment for all guests is a requirement for this position.
A cover letter is required as part of the application process. We look forward to learning more about your personality, skill set, and passion you will bring to the role.
RESPONSIBILITIES:
- Design and continually refine the guest journey, from initial booking to post-stay follow-ups.
- Provide tailored recommendations (e.g., local vendors, attractions) and offer one-on-one concierge calls as requested.
- Manage pre-arrival, day-of, and post-departure communications to maintain exceptional hospitality standards.
- Conduct daily checklists and week-ahead audits to confirm all special requests, arrivals, and departures are handled properly.
- Monitor and manage guest reviews, providing thoughtful, personalized follow-up.
- Establish and maintain strong relationships with local service providers (chefs, massage therapists, private tour guides, etc.).
- Develop expertise in local attractions, wedding venues, seasonal events, and "hidden gems" to provide top-tier concierge services.
- Facilitate partnerships with local vendors and event venues, ensuring HFTH delivers a consistently high-end experience.
- Recommend improvements to existing processes, systems, and SOPs to elevate guest satisfaction and streamline daily operations.
- Utilize PMS (Streamline), Breezeway, and Google Workspace to manage reservations, payments, refunds, vendor scheduling, and guest communications effectively.
QUALIFICATIONS:
- 2-3 years of experience in a hospitality or customer service role required
- Outstanding verbal and written communication, with the ability to connect authentically and professionally in all guest interactions.
- Comfort working with modern communication tools; familiarity with PMS (Streamline), Breezeway, and Google Workspace is a major plus.
- Ability to leverage AI-driven platforms effectively for guest communications and operational efficiencies.
- Proven track record of working cross-functionally, liaising with internal teams (e.g., Operations) and external partners (e.g., local vendors).
- Detail-oriented mindset with the capability to manage multiple guest requests and property details simultaneously.
- Resourceful in navigating unexpected challenges, ensuring swift and satisfactory resolutions for guests.
- Stellar record of dependability and trustworthiness, including the ability to pass a background check prior to start.
- Willingness to work Saturdays and Sundays as needed, with a comfortable and equipped home-office setup.
- A cover letter is required to apply for this role.
COMPENSATION & BENEFITS:
Annual Salary: $60,000 - $72,000
Bonus
Performance-Based Commission Program Our commission structure is tied directly to HFTH's overall booking performance, providing the Guest Relationship Manager with a percentage of gross booking revenue each month. This structure recognizes and rewards outstanding performance and contributions to our revenue goals. Depending on occupancy rates and property bookings, monthly commission payouts can accumulate to an additional $3,000–$8,000 (or more) per year, offering both stability and significant earning potential as our portfolio of properties continues to grow. Commissions are paid monthly in addition to the bi-monthly salary payroll.
Benefits
- Paid time off such as PTO, sick days, and vacation days
- Health insurance (Benefits to start after 12 months of successful employment)
- Dental insurance
- Vision insurance
Schedule
- 5 days per week