Guest Experience & Operations Specialist Beckon Homes | Nashville, TN Part-Time | Weekends Required | Hybrid Remote

+ Onsite About the Role Beckon Homes is looking for an exceptional Guest Experience & Operations Specialist to help us deliver thoughtful, responsive, five-star hospitality to our guests while supporting the day-to-day operations of our Nashville properties. This is not a traditional customer service position. You'll spend part of your time communicating with guests, solving problems, managing inquiries, and coordinating through our technology platforms. The other part of the role gets you out from behind the computer and into our properties, office, and warehouse to solve problems in the real world. Because this position primarily covers weekends, when much of our core team is off shift , we need someone we can trust to think independently, make sound decisions, and take ownership of situations without waiting for someone else to tell them what to do. Availability on both Saturday and Sunday is required. This position will generally consist of an 8-hour shift each day, with specific hours remaining somewhat fluid based on operational needs. Hospitality

+ Technology We believe technology should make hospitality better, not less human. We are specifically looking for someone who regularly uses ChatGPT or similar AI tools and understands how to use AI to work faster, research solutions, organize information, and craft excellent communication. But knowing how to prompt ChatGPT isn't enough. You need to be able to take the information AI provides and turn it into communication that feels warm, thoughtful, natural, and distinctly human. We're looking for someone who understands that AI is a tool. Judgment, empathy, hospitality, and accountability still belong to you. What You'll Do Guest Experience Manage guest communications through Guesty and major booking platforms including Airbnb, Vrbo, and Marriott Respond quickly and thoughtfully to guest questions and concerns Screen potential guests and reservations Speak directly with guests and vendors by phone using our VoIP system Troubleshoot guest issues and work toward solutions that protect both the guest experience and Beckon Homes Write and respond to guest reviews Help us consistently achieve five-star reviews and maintain strong platform performance Audit listings and identify opportunities to improve accuracy, presentation, conversion, and OTA placement Use AI tools to research issues and develop comprehensive responses while maintaining Beckon's voice and hospitality standards Property & Field Operations This is also a hands-on position. You must be comfortable leaving the computer and solving problems at our Nashville properties.

You may:

Visit properties when guest or operational issues require an onsite response Deliver missing supplies or guest-requested items Troubleshoot smart locks, Wi-Fi, televisions, thermostats, appliances, and other common property issues Inspect properties following guest complaints or reported problems Coordinate cleaners, maintenance technicians, and other vendors Perform quality-control inspections Verify that reported problems have actually been resolved Visit our Nashville office/warehouse to pick up supplies or complete operational tasks Document maintenance or damage issues and communicate them to Operations through Operto Teams and/or Slack workflows Escalate significant issues to management through Slack You don't need to be an HVAC technician, locksmith, or professional handyman. You do need to be resourceful enough to investigate a problem, try reasonable solutions, know when professional help is needed, and take responsibility for getting the issue to resolution. Autonomy Matters On weekends, you may be the person closest to the situation. We need someone who can walk into a property, assess what's happening, communicate confidently with a guest, coordinate vendors, and make good operational decisions without needing constant approval from management. You'll have meaningful autonomy when handling onsite operational issues. Certain financial decisions, including guest refunds, require management approval. Knowing when to make a decision yourself and when to escalate something is an important part of being successful in this role. Who We're Looking For You might be a great fit if you are: Warm, empathetic, and genuinely hospitality-minded Exceptionally responsible and dependable Calm when something goes wrong Resourceful and comfortable figuring things out A strong independent decision-maker An excellent written communicator Comfortable and professional speaking English with guests and vendors by phone Technologically fluent A regular user of ChatGPT or comparable AI tools Able to use AI without sounding like AI Comfortable learning multiple software platforms Comfortable working independently Willing to jump between a laptop, a phone call, a guest's property, and our warehouse as the situation requires Detail-oriented enough to notice when something isn't right, take action, and follow through Previous hospitality, hotel, vacation rental, property management, operations, or customer-service experience is valuable, but we are flexible on professional background for an exceptional candidate with the right judgment, communication skills, and attitude. Requirements Must be available to work Saturdays AND Sundays Ability to work approximately 8 hours each day Must live in or near Nashville and be able to travel between Beckon Homes properties, our office/warehouse Reliable personal transportation Valid driver's license Comfortable regularly driving between properties during a shift Strong spoken and written English Comfortable communicating with guests and vendors by phone Regular experience using ChatGPT or similar AI technology Comfortable using and learning cloud-based software and mobile applications Ability to work independently when management and the core operations team may not be immediately available Ability to perform both computer-based work and onsite property tasks Tools We Use Experience with these platforms is helpful but not required: Guesty | Airbnb | Vrbo | Marriott | Operto Teams | Slack |

ChatGPT Schedule Part-Time Saturday:

approximately 8 hours

Sunday:

approximately 8 hours Weekend availability is a requirement of the position. Exact shift times may vary as we continue developing the role and based on guest and operational needs. Application Questions Please answer the following questions in your application. We are interested in how you think and communicate, not just your résumé. 1. A guest sends you this message: "We just arrived and I wanted you to know the floors are really dirty. The bottoms of our feet are black, and I'm disappointed that when I pulled the sheets back, there is a stain. I'm not sure if they've been washed!" Respond to the guest exactly as you would if you were working for Beckon Homes. 2.

A potential guest writes:

"I am interested in renting your home, but it's a little outside our budget. Would you be willing to discount it?" Respond to the guest exactly as you would if you were working for Beckon Homes. 3.

A guest writes:

"Our door code isn't working. You gave us a code and we are typing it, but it's not working." Respond to the guest and explain what actions you would take behind the scenes to resolve the situation. 4.

A guest writes:

"The fridge looks like it's leaking and we don't know what to do!" Respond to the guest and explain what you would do next operationally. One Last Thing Hospitality problems rarely arrive neatly packaged. A guest may be frustrated. A cleaner may not answer. A smart lock may suddenly stop cooperating. You may need to drive to a property, troubleshoot the problem yourself, call a vendor, communicate with the guest, document what happened, and determine whether management needs to be involved. We're looking for the person who sees that situation and thinks: "I've got it." If you're resourceful, thoughtful, tech-savvy, comfortable with responsibility, and genuinely enjoy taking care of people, we'd love to hear from you.

Pay:

$18.00 - $22.00 per hour Expected hours: 16.0 - 20.0 per week

Work Location:

In person