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Job Description
About the job Guest Experience Director Host & Home | Hilton Head Island, SC About Host & Home Host & Home is one of Hilton Head Island's fastest-growing luxury vacation rental management companies. We believe hospitality is more than answering phones and booking reservations—it's creating memorable experiences for every guest, every stay, every time. At Host & Home, we believe in Unreasonable Hospitality —the idea that exceptional experiences create loyal guests, loyal homeowners, and long-term growth.
Our mission is simple:
deliver exceptional results for homeowners while creating unforgettable experiences for guests. We are not looking for someone to answer phones and manage reservations. We are looking for someone to build a team, create leaders, drive revenue, and elevate every aspect of the guest experience. As we continue to grow, we're seeking a Guest Experience Director who can lead our Guest Experience Team, drive revenue growth, elevate service standards, and help us deliver a level of hospitality that sets Host & Home apart. Position Overview The Guest Experience Director is responsible for the leadership, performance, development, and strategic direction of the Guest Experience Department. This role oversees reservation sales, guest communications, service standards, team development, training, quality assurance, and departmental performance. The Guest Experience Director is expected to build leaders, not simply manage tasks. While hospitality is at the core of this role, the Guest Experience Director must also be a strong sales leader capable of driving booking conversion, direct bookings, repeat business, and revenue performance. This role is accountable for the overall success of the Guest Experience Department and is expected to proactively identify opportunities, solve problems, improve systems, and drive results without waiting for direction. The Guest Experience Director is a member of Host & Home's leadership team and is expected to work collaboratively across departments to align guest experience, revenue strategy, marketing initiatives, and operational execution. Success in this role requires the ability to influence outcomes beyond the Guest Experience department and drive results through strong cross-functional partnerships. As Host & Home continues to grow, this position offers significant opportunities for advancement and expanded leadership responsibilities. Key Responsibilities Leadership & Team Development Own the performance of the Guest Experience Department, including results, accountability, team development, and continuous improvement. Lead, coach, mentor, and develop the Guest Experience Team. Conduct regular one-on-one meetings, coaching sessions, and performance reviews. Create and maintain training programs, onboarding systems, and professional development plans. Establish clear accountability, expectations, and performance standards. Foster a positive, professional, hospitality-first culture. Identify future leaders within the organization and actively develop their skills. Serve as the standard-bearer for Host & Home's service culture and core values. Ensure the team is empowered to solve problems, exceed expectations, and create memorable guest experiences. Guest Experience Excellence Champion an Unreasonable Hospitality mindset throughout the organization. Create systems that consistently deliver exceptional guest experiences. Develop and implement luxury hospitality standards across all guest touchpoints. Identify opportunities to surprise and delight guests before, during, and after their stay. Monitor guest feedback and implement improvements based on trends and opportunities. Resolve escalated guest concerns professionally and efficiently. Ensure every interaction reflects Host & Home's commitment to hospitality excellence. Sales & Revenue Growth Lead reservation sales performance and booking conversion efforts. Create a sales culture focused on conversion, responsiveness, guest engagement, and revenue growth. Coach team members on sales techniques, guest engagement, and closing strategies. Monitor call quality, inquiry response times, lead follow-up, and conversion performance. Develop strategies to increase direct bookings and repeat guest stays. Maximize revenue opportunities through exceptional guest engagement and sales execution. Partner with Revenue Management to align guest communications with pricing and occupancy strategies. Strategic Collaboration & Business Growth Partner closely with Marketing to improve lead quality, increase direct bookings, strengthen guest loyalty initiatives, and ensure guest feedback is incorporated into marketing campaigns and messaging. Collaborate with Revenue Management to identify booking trends, improve conversion rates, maximize occupancy, and create a seamless connection between pricing strategy and guest communications. Work closely with Operations and Property Management teams to identify recurring guest issues, improve service delivery, and enhance the overall guest experience. Serve as the voice of the guest in leadership discussions and strategic planning. Participate in leadership team meetings and contribute to company-wide initiatives and growth strategies. Help break down departmental silos by fostering communication, accountability, and collaboration across teams. Support company growth initiatives by identifying opportunities for process improvement, innovation, and operational excellence. Operational Excellence Ensure all guest communication standards are consistently met. Oversee quality assurance for phone, email, text, and chat communications. Develop, maintain, and improve departmental SOPs, documentation, and best practices. Establish measurable performance standards and reporting systems. Track and communicate departmental KPIs to leadership. Continuously evaluate systems, workflows, and processes to improve efficiency and scalability. Maintain a culture of ownership, accountability, and continuous improvement. Key Performance Indicators (KPIs) Success in this role will be measured through a combination of revenue, guest satisfaction, team performance, and operational excellence. Revenue & Sales Reservation conversion rate Direct booking growth Repeat guest booking growth Revenue generated through Guest Experience Team efforts Inquiry response time performance Guest Satisfaction Guest review scores Guest communication quality scores Complaint resolution metrics Repeat guest stay performance Leadership & Team Performance Team retention and engagement Employee development and training completion Coaching and performance improvement outcomes Quality assurance scores Department productivity metrics Operational Excellence SOP implementation and compliance Documentation completion and maintenance Cross-departmental collaboration effectiveness Process improvement initiatives completed Departmental goal achievement
Compensation Compensation:
$70,000-$90,000 base salary plus performance incentives tied to departmental KPIs, revenue growth, booking conversion, guest satisfaction, team performance, and strategic company objectives. Top performers will have the opportunity to significantly increase their compensation through the achievement of measurable business results. QualificationsRequired 3+ years of leadership experience in hospitality, sales management, guest services, customer experience, or a related field. Proven ability to lead, coach, and develop high-performing teams. Strong understanding of KPIs, accountability systems, and performance management. Exceptional communication and conflict-resolution skills. Ability to thrive in a fast-paced, high-growth environment. Strong organizational and leadership abilities. Results-driven mindset with a focus on continuous improvement. Preferred Vacation rental industry experience. Luxury hospitality background. Reservation sales management experience. Experience building training programs and SOPs. Familiarity with hospitality technology and PMS platforms. What Success Looks Like Within your first year, you will: Establish yourself as the leader of the Guest Experience Team. Elevate service standards and implement an Unreasonable Hospitality culture. Improve booking conversion rates and direct booking performance. Develop team members into stronger hospitality professionals and future leaders. Create scalable systems and processes that support continued company growth. Build strong partnerships with Marketing, Revenue Management, Operations, and Property Management. Deliver a guest experience that consistently exceeds expectations and differentiates Host & Home in the marketplace. Why Host & Home? We're building something special. Our team is passionate, driven, and committed to creating the best vacation rental experience on Hilton Head Island. We believe in ownership, accountability, hospitality, teamwork, and continuous improvement. If you're looking for an opportunity to lead an exceptional team, shape the future of a growing company, and create memorable experiences for guests every day, we'd love to meet you. This role is expected to build leaders, drive results, own outcomes, and elevate the guest experience—not simply manage reservations.
Pay:
$78,000.00 - $117,531.20 per year
Benefits:
401(k) Dental insurance Flexible spending account Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance
