Guest Experience Lead

Guest Experience Lead O'Neal Vacation Rentals (OVR) Santa Cruz County, CA About Us At O'Neal Vacation Rentals, we are building a high-performance, modern hospitality platform in Santa Cruz—one that delivers exceptional guest experiences while driving strong, consistent results for homeowners. We manage 90+ homes and are known for a simple standard: every home is guest-ready, every stay is seamless, and every issue is handled with urgency and care. We are not a traditional property management company. We are operators. We move fast, we own outcomes, and we care deeply about the details that turn a stay into a 5-star experience. The Role We are hiring a Guest Experience Lead to own and elevate the full guest journey, from pre-arrival through post-stay. This is not a passive, status-quo role. You will lead the systems, the team, and the execution behind delivering consistently exceptional stays at scale. You will work closely with the Head of Operations and Guest Experience to ensure that what we promise guests is what we deliver, every time. What You'll Own 1. Guest Experience Execution Ensure every home is fully prepared and guest-ready prior to arrival Own the quality and consistency of guest communication across all channels Drive fast, thoughtful, hospitality-first service recovery when issues arise Maintain a standard where problems are solved, not managed 2. Team Leadership Lead and manage the front-line guest support team (including after-hours coverage) Set clear expectations for tone, responsiveness, and decision-making Coach the team to operate with urgency, ownership, and hospitality instincts Step in when needed, this is a player-coach role 3. Systems & Process Improvement Build and refine SOPs that scale high-quality guest experiences Identify breakdowns in the guest journey and fix them at the root Improve response times, resolution speed, and overall guest satisfaction Partner with operations to ensure field execution matches guest expectations 4. Performance & Accountability Own key metrics: guest ratings, response times, issue resolution, and review outcomes Use data and guest feedback to continuously improve performance Hold the team accountable to a 5-star standard What Success Looks Like Guest ratings consistently at or above 4.8 star rating Issues resolved quickly, with guests feeling taken care of A team that operates independently, confidently, and with high standards Fewer repeat issues through strong systems and proactive execution Who You Are A hospitality leader who loves to problem solve You are calm under pressure and excellent with people You've led teams and know how to drive performance, not just activity You are highly accountable, you own outcomes end-to-end You move fast, make decisions, and fix problems without waiting You care deeply about details, but think in systems You are calm under pressure and excellent with people Experience 3-7+ years in hospitality, operations, or customer experience leadership Experience managing teams in a fast-paced, service-driven environment Strong track record of improving customer satisfaction and team performance Experience in short-term rentals or property management is a plus, not required Compensation $23-26/hour depending on experience Performance-based bonus tied to guest satisfaction and operational metrics Mileage reimbursement for any required travel Location & Schedule Based in Santa Cruz County, CA Primarily based in-office with some travel to properties and on-call responsibilities Must be available to support after-hours escalation when needed Why This Role Matters This role sits at the center of our business. When this role is strong, our guests are happier, our reviews improve, our homeowners stay, and our business grows. You won't just manage guest experience, you will help define it.

Pay:

$23.00 - $26.00 per hour

Benefits:

401(k) Employee discount Health insurance Paid time off Application Question(s): Tell me about a time you were fully responsible for customer or guest experience outcomes (not just responding to tickets). What were the metrics, what did you change, and what improved? A guest arrives and the home isn't ready (cleaning issue, maintenance problem, etc.). Walk me step-by-step through exactly what you do in the first 30 minutes. Tell me about a time a guest/customer was upset and you had to decide between protecting company policy vs. doing what felt right for the experience. What did you do and why? What is one repeat issue you saw in guest/customer experience, and what system did you put in place to reduce or eliminate it? If you joined OVR and after 30 days saw that our guest experience was 'good but not exceptional,' what are the first 2-3 things you would change? What do you believe actually drives a 5-star guest experience in short-term rentals—and what do most companies get wrong?

Work Location:

In person