Overview We are looking for a Director of Owner/Guest Experience to lead the company's hospitality operations, owner relations, guest satisfaction strategy, and overall brand presentation across the short-term rental portfolio. In this role, you will oversee the full guest and owner experience lifecycle, ensuring consistent service standards, positive brand reputation, and alignment between company operations and brand identity. In this position, you will work closely with the CEO in support of revenue performance through collaboration on pricing strategy, occupancy trends, and property positioning within the market. You will also collaborate with the Director of Operations to help drive guest satisfaction, owner retention, operational alignment, and company growth through a hospitality-first and service-driven approach. This position reports directly to the CEO/Owner. The ideal candidate is an experienced hospitality leader with strong communication, organizational, branding, and relationship-management skills who thrives in a fast-paced, guest-centered environment. We are a small but mighty team that strives to provide great experience to property owners and their guests. Responsibilities Oversee guest communication across all platforms Ensure booking accuracy across systems Coordinate issue escalation between departments Ensure property information remains accurate Ensure consistency in messaging and presentation across all platforms Create and maintain marketing strategy Maintain Guest Relations procedures and checklists Audit completion of daily guest-service responsibilities Develop and maintain brand identity standards Coordinate digital marketing campaigns (as needed) Manage promotional initiatives Brand alignment between website content and property listings Ensure guest and owner satisfaction Monitor calendar integrity Serve as primary owner communication lead Ensure guest response-time standards are met Resolve escalated guest concerns Experience 5 years of experience in hospitality 3 years managing a team 4 years of experience with customer-faced communications 7 years of experience with customer service Experience with a phone system Ultatel, Grasshopper, or equivalent Experience with short-term property management Some experience with marketing and brand awareness Program management experience Benefits Cottonwood Lodging Company offers a comprehensive benefits package designed to support our team members. Employees are eligible for health insurance, with the company covering 50% of the employee premium after the applicable eligibility waiting period. We also provide paid time off, paid training, guided onboarding with property tours, company-paid job-related licensing and certifications, and all tools necessary to perform the job. As a growing, women-owned company, we are committed to investing in our employees and providing opportunities for professional growth and advancement. Equal Employment Opportunity Cottonwood Lodging Company is proud to be an Equal Opportunity Employer. We are committed to creating an inclusive workplace where all employees are treated with respect and provided equal opportunities for employment, advancement, and professional growth. Employment decisions are based on qualifications, merit, business needs, and job-related requirements, without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable federal, state, or local law.

Pay:

$70,000.00 - $85,000.00 per year

Benefits:

Dental insurance Health insurance Vision insurance

Work Location:

Hybrid remote in Brighton, UT 84121