Guest Experience Team Lead (Colombia)

Company Overview

Seacoast 2 Summit Vacation Rentals exists to empower effortless vacation home ownership for our clients while providing a clean, comfortable, and safe stay for every guest. We're a fast-growing, hospitality-driven team redefining what great property care looks like across New England.

Position Summary

Seacoast 2 Summit Vacation Rentals is seeking an experienced Guest Experience Manager to lead a remote team of approximately six Guest Experience professionals. This role is responsible for team performance, scheduling, coaching, accountability, and achieving departmental KPIs.

You'll oversee daily guest communication operations, develop team members, monitor service quality, and ensure consistent coverage across our portfolio. You'll also manage guest escalations, improve workflows, and leverage technology such as Guesty and Hostbuddy to drive efficiency.

We're looking for a hands-on people manager who knows how to build a high-performing team, hold employees accountable, and deliver exceptional hospitality.

Key Responsibilities

1. Team Leadership & Performance Management

• Directly manage approximately six remote Guest Experience team members, providing ongoing coaching, feedback, and performance accountability.

• Establish clear expectations, monitor individual and team KPIs, and address performance gaps.

• Lead team onboarding, training, and hiring coordination, partnering with the General Manager on final personnel decisions.

• Conduct regular team check-ins and foster a collaborative, results-driven environment.

2. Scheduling & Operational Oversight

• Build and manage team schedules to ensure reliable coverage during check-ins, check-outs, weekends, and peak periods.

• Monitor staffing needs, address coverage gaps, and hold team members accountable for assigned responsibilities.

• Coordinate with Housekeeping, Maintenance, and Field Operations to resolve guest and property concerns.

3. Guest Experience & Escalations

• Oversee guest communication quality, response times, and service consistency across all properties.

• Handle escalated guest concerns, including complaints, refund requests, and safety issues.

• Identify recurring guest concerns and implement improvements to prevent future issues.

• Provide direct guest communication support when necessary.

4. KPI Management & Reporting

• Monitor departmental KPIs, including guest satisfaction, communication scores, response times, coverage reliability, and AI adoption.

• Lead weekly team meetings to review performance, identify challenges, and establish priorities.

• Provide the General Manager with weekly performance updates, operational concerns, and recommendations.

5. Systems & Process Improvement

• Oversee implementation and ongoing management of Hostbuddy listings and Guest Experience AI agents.

• Maintain accurate guest records, communication templates, FAQs, and procedures within Guesty and related systems.

• Identify opportunities to improve workflows, team efficiency, and service consistency.

Department KPIs

• Overall Guest Review Score: 4.95+

• Guest Communication Score: 4.98+

• Guest Response Time: 15 minutes or less

• Coverage Reliability: No guest or owner messages left unaddressed beyond 24 hours

• Hostbuddy Adoption: 50% of guest messages responded to through Hostbuddy

Required Qualifications

Experience & Skills

• Minimum 2 years of direct people management experience, including responsibility for employee performance, coaching, scheduling, and accountability.

• 3+ years of guest services or customer experience experience, preferably within hospitality, vacation rentals, or property management.

• Demonstrated experience managing team performance against established KPIs.

• Experience supervising remote employees and coordinating team schedules.

• Excellent written and verbal English communication skills.

• Strong organizational, problem-solving, and conflict-resolution abilities.

• Comfortable using property management software, communication platforms, and AI-powered tools.

Professional Attributes

• Confident, fair, and consistent manager who sets clear expectations and follows through.

• Proactive in identifying performance concerns and implementing solutions.

• Calm and decisive when handling escalations or changing priorities.

• Comfortable balancing strategic team oversight with hands-on operational support.

Compensation, Benefits & Schedule

Compensation: $8–$13 USD per hour depending on location and experience

Schedule: Full-time, five days per week. Remote team management.

• Weekend availability during Eastern Time hours is required, with flexibility in weekday scheduling. Some evenings, holidays, and urgent guest escalations may require additional availability.