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TYPE OF WORK
Full Time
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SALARY
$300/week
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HOURS PER WEEK
TBD
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DATE UPDATED
Apr 22, 2025
Heartwood Furnished Homes is a fast-growing vacation rental management company known for providing high-quality stays and exceptional service. We're seeking a Guest Experience & Escalations Coordinator to join our team and serve as the key point of contact for resolving escalated guest concerns with empathy, urgency, and professionalism.
Key Responsibilities:
Take ownership of guest escalations and urgent issues across all properties.
Communicate directly with guests to resolve complaints or concerns with a calm, solution-oriented approach.
Coordinate with internal teams (housekeeping, maintenance, operations) to identify and implement timely resolutions.
Document i
Monitor open issues and follow up to ensure complete resolution.
Proactively identify trends in guest feedback and suggest process improvements.
Assist in crafting thoughtful messaging for guest communications during issues.
Requirements:
Exceptional written and spoken English (near-native fluency required).
Strong conflict resolution skills and ability to stay calm under pressure.
Experience in hospitality, customer service, or property management preferred.
Organized and detail-oriented with excellent follow-through.
Ability to manage multiple issues simultaneously while maintaining quality service.
Empathetic communicator who can balance guest satisfaction with company standards.
Why Join Us:
Be part of a growing company that values action, ownership, and teamwork.
Work with a collaborative, family-oriented team that supports one another.
Opportunity to make a meaningful impact on guest satisfaction and brand reputation.
