Guest Communications & Marketing Specialist

About us

Luxury Mountain Destinations manages approximately 150 vacation homes in Park City, Utah — ski-in/ski-out properties in Deer Valley, homes near Park City Mountain, and a growing summer business built on hiking, biking, and the Utah backcountry.

We're in the middle of a deliberate shift: moving more of our bookings away from the online travel sites and onto our own website. About half our business comes direct today. We want it to be sixty percent.

We are building a small, senior offshore team — not a call center seat. You will be one of two people we're hiring in the Philippines this year. You and your counterpart will share the guest communications and reservations desk between you on staggered shifts, and each of you brings a second discipline to the team. Yours is marketing.

This is a genuine two-sided role. Half your week is guests and reservations. The other half is marketing. Both halves matter and we staff, schedule, and measure them separately.



An unusual note about experience

You do not need vacation rental experience. We will teach you that half of the job.

Guest communications and reservations are learnable, and we would rather train someone sharp, well-educated, and genuinely good with people than hire someone who already knows a different company's way of doing things. We have a structured six-to-eight week training program and we expect to use all of it.

What we cannot teach is a real marketing foundation, exceptional English written and spoken, and composure with a demanding guest. Bring those and we'll handle the rest.



What you'll do

Guest communications and reservations — 50% of your time

Voice (roughly half of this half). You'll take inbound reservation calls through our phone system. Someone calls asking about a five-bedroom home over Presidents' Week — you find out what they actually need, walk them through the right properties, quote it, and book it. You'll also take service calls from guests already in a home.

Online. Inquiries and messages by email, text, and through online websites (eg Airbnb). Pre-arrival questions: arrival instructions, ski storage, parking, altitude tips, restaurant recommendations. In-stay issues — triage, enter tickets for and/or route to our Park City operations and maintenance team, follow up until the guest confirms it's resolved. Post-stay follow-up.

Reservations administration. Modifications, cancellations, ancillary sales, date changes, and payment processing in our property management system and change requests in 3rd party systems (eg Airbnb).

Reason-coding. Every inquiry that doesn't book gets a reason — price, dates unavailable, wrong property type, no hot tub, too far from the lift. Every time. This is one of the most valuable things you'll do and almost nobody in our industry does it.

Marketing — 40% of your time

Note: this role does not manage social media. That sits elsewhere. Your marketing work is direct-booking and owner acquisition demand, content, and lifecycle — the things that move guests from the travel sites onto our own site and bring them back – and the things that compel property owners to complete an introductory call with our Business Development team.

Guest marketing

Lifecycle email. Write and schedule campaigns in our CRM — shoulder-season pushes, repeat-guest offers, peak-week announcements, win-back sequences. Build and maintain the segments behind them.

Property listing content. Write and maintain descriptions, amenity detail, and photo captions on our direct website. Our listings should be the best-written ones a guest sees that day, and there are 150 of them.

Destination content and SEO. Local guides, seasonal landing pages, on-page SEO. Someone searching "Deer Valley ski-in rental" should find us.

Direct-booking conversion. Landing pages, promotions and packages, booking-flow copy, and the offers that make booking direct obviously better than booking through an OTA.

Owner marketing

Owner communications. Newsletters, market updates, seasonal outlooks, and program announcements to the homeowners whose properties we manage. These are how an owner decides we're an asset manager rather than a booking agent.

Owner acquisition. Nurture campaigns to prospective homeowners, realtor and broker referral outreach, and the market-report content that gets a second-home owner to call us instead of a competitor.

Paid media

Google Ads. Build, run, and optimize search campaigns against a monthly budget. Report on cost per booking, not clicks.

Meta ads. Paid Facebook and Instagram campaigns for guest demand and owner acquisition, including audience building and creative iteration.

Direct mail. Postcard and print campaigns to guest and owner lists — list segmentation, copy, coordination with the print vendor, and tracking what came back.



Property onboarding

When a new home joins the portfolio, you launch it: write the listing, coordinate photography needs, get it live and consistent across our site and every channel, and run the announcement campaign that gets it booked in its first season. A new property that sits unbooked for two months is a very unhappy owner.

Reputation and reporting

Reputation. Respond to public reviews across channels in our brand voice, and flag patterns worth fixing operationally.

Reporting. Campaign performance, ad spend and return, direct vs. OTA mix, inquiry-to-booking conversion, owner-lead volume. Tell us what's working and what to stop doing.



The advantage you have over any marketer we could hire separately is that you're on the phone and in the inbox every day. You'll hear what guests actually ask, in their own words, before you write a single subject line — and you'll know what they asked for that we don't have.

Making it better — 10%

Turn the questions guests ask most into templates, FAQ content, and listing improvements. Cover your teammate's desk during their time off and peak weeks — you are each other's backup.



What we're looking for you to bring

Education

Bachelor's degree in Marketing, Communications, Advertising, Journalism, Multimedia Arts, English, or Business Administration. This is the one hard credential requirement.

Certifications in Google Analytics or Google Ads are a plus but not required.

Experience

2+ years in marketing, content, copywriting, or communications. Enough that campaign work, a CMS, and a reporting dashboard are familiar territory rather than concepts from a textbook.

Language — this is the highest bar in the posting

Excellent spoken English with a clear, neutral, easily understood accent. You will be on the phone with American guests spending thousands of dollars a week. We assess this on a live call.

Exceptional written English. Not "good" — exceptional. You'll write copy representing a luxury brand and messages that resolve problems for demanding guests. Writing samples required.

Foundation

A portfolio: campaigns, listings, landing pages, articles, or long-form writing you actually wrote.

Hands-on with an email platform and a CMS.

Comfort with numbers — you can read a campaign report or a booking pace report and say something useful about it.

SEO fundamentals: keywords, on-page structure, why a page ranks or doesn't.

Disposition

Composure. When a guest is upset at 8 PM about a cold hot tub, you stay calm and useful.

Coachability. We are going to teach you an industry. You need to take feedback well and get better fast.

Curiosity about a place you've never been. This matters more than it sounds like it does.

Self-directed. We don't use time-tracking software and we don't micromanage. We need someone who doesn't require either.

Setup

Wired internet, 25 Mbps down / 10 Mbps up minimum, with a backup connection.

A quiet, enclosed room — this is a voice role and background noise is disqualifying.

A UPS or backup power plan for storm season (June–November).

A quality headset. We'll reimburse it.

A real plus, though not required

Vacation rental, short-term rental, hotel, resort, or travel/hospitality marketing experience. If you've written listings, run a hotel's email program, or marketed a destination, say so prominently.

Vacation rental software: Streamline, Guesty, Hostaway, OwnerRez, Track, Hospitable.

BPO or call center experience on a U.S. voice account.

Basic design in Canva.

Comfort with AI tools — we use them daily and expect you to. We'll also expect you to know when the output sounds like AI and to fix it.



Schedule

This role works U.S. Mountain Time hours. Park City is 14–15 hours behind the Philippines, so your working day will fall outside standard Philippine business hours — overnight or early morning, depending on the shift. A shift differential applies.

We staff this desk with two people on staggered shifts, so that between them we cover our full guest day and our busiest check-in days have two people on. Which shift and which days you take depends on the pair we hire and on how demand moves through the year, and schedules can change with reasonable notice. Expect some weekend coverage. We confirm your exact hours and days before you start.

The U.S. observes daylight saving time and the Philippines does not, so the Mountain Time equivalent shifts by one hour in March and November. We adjust the Philippine-time schedule so your hours stay consistent.



Compensation

$1,200 USD per month.

13th month pay.

15 days (3 weeks) paid time off per year, plus Philippine regular holidays.

$25 monthly internet and power allowance.

Headset reimbursement.

Shift differential.

Performance bonus tied to direct-booking conversion. And/or owners that progress to sales call

Annual performance and salary review.

We pay on time, every time, and we're looking for someone who wants this to be a career, not a stopover.



What's hard about this job

The guests are wealthy and their expectations are high. When something goes wrong at 8 PM in a $4M house, you're the first person they talk to, and "I'll look into it" is not an answer they accept gracefully.

Park City is a place you've probably never been. You'll need to learn a mountain town's geography, seasons, and rhythms well enough to advise someone on where to stay and what to do — from the Philippines. If that sounds tedious rather than interesting, this isn't your role.

And the job asks you to switch between two modes: the interrupt-driven phone and inbox, and focused creative work. We protect the second on your calendar, but you have to be someone who can make that switch cleanly.



How to apply

Start your application with the word POWDER so we know you read this.

Send us:

A short note (under 300 words): your marketing education and background, and where you've dealt with customers, clients, or the public directly.

Your resume, plus 2–3 writing samples.

A 60–90 second voice recording introducing yourself and describing a place you love, as if you were recommending it to someone who's never been. Any format. This is required — we assess spoken English early because it's the hardest thing to teach.

Write a 150-word description for a five-bedroom ski-in/ski-out home in Deer Valley with a private hot tub, a bunk room, and a view of Bald Mountain. Make us want to book it.

Applications missing the keyword, the voice recording, or #4 will not be reviewed.

Process: short screening call → work sample (campaign subject lines, a review response, two written guest messages, and a mock reservation call after we give you a property fact sheet) → final video interview with our leadership team.

Luxury Mountain Destinations is an equal opportunity employer. We hire on demonstrated ability.