Description
Company Overview
Southern Sands Property Management Group is a fast-growing short-term rental company managing 150+ homes across Galveston and Crystal Beach. Known for delivering exceptional experiences, we maintain a 4.9+ guest rating backed by thousands of five-star reviews.
We combine local expertise, strong systems, and a hospitality-first approach to create seamless stays for guests while maximizing performance for homeowners. As we continue to grow, we’re focused on building a high-performing team that takes pride in quality, accountability, and delivering results.
This is an opportunity to join a company where growth is real, standards are high, and your work makes a direct impact.
Position Summary
We're seeking a strategic and service-driven Guest Services Manager to lead and elevate the guest experience across our Galveston portfolio. This is a fully remote leadership role responsible for overseeing day-to-day guest communications, optimizing service workflows, and managing a team of virtual assistants to ensure consistent, high-quality delivery at scale.
This role goes beyond frontline support. You will own the full guest journey from pre-booking inquiries through post-stay follow-up while identifying opportunities to improve processes, increase guest satisfaction, and drive operational efficiency. You thrive in fast-paced environments, bring structure to complexity, and lead with both empathy and accountability.
If you are a strong communicator with a bias for action and a passion for hospitality, this is an opportunity to make a measurable impact in a rapidly growing company.
Key Responsibilities
Guest Communication & Experience
- Oversee and manage all guest messaging across platforms (Airbnb, VRBO, direct bookings)
- Lead and manage virtual assistants handling day-to-day guest communication
- Ensure fast, accurate, and high-quality responses to all guest inquiries
Issue Resolution & Escalations
- Handle escalated guest issues with professionalism and urgency
- Call guests directly when needed to resolve concerns and improve outcomes
- Offer solutions such as refunds, discounts, or relocations when appropriate
Operations Coordination
- Coordinate with maintenance vendors, cleaners, inspectors, and operations team
- Ensure all guest-related issues are resolved quickly and effectively
- Communicate recurring issues to leadership to improve processes and property performance
Reputation & Review Management
- Respond to all guest reviews across Airbnb, VRBO, and other platforms
- Manage and protect company reputation across all channels
- Identify trends in feedback and work with internal teams to correct issues
- Proactively turn negative experiences into positive outcomes
Required Qualifications
- Minimum 2+ years experience in short-term rental, property management, or boutique hotel hospitality
- Strong communication skills (written and verbal)
- Experience handling guest issues and conflict resolution
- Highly organized with ability to manage multiple properties and tasks
- Comfortable managing remote/virtual assistants
Preferred Qualifications
- Experience with Streamline PMS
- Experience managing reviews or online reputation for STRs
Compensation & Schedule
Annual Salary: $65,000 - $75,000
Note:
This is a full-time, 1099 contract position
Schedule: Full-time