Guest Experience Manager - Vacation Rentals 365

This Role Is About People First Vacation Rental 365 manages a curated portfolio of premium vacation homes in the Ronald and Suncadia corridor one of Washington State's most sought-after mountain destinations. We're not a faceless booking platform. We're a hands-on hospitality brand built on genuine human connection. The Guest Experience Manager is the heartbeat of our operation. You'll personally connect with every guest before they arrive, welcome them in person, solve problems with calm confidence, and create moments they didn't expect. You'll also use our CRM to recognize returning guests and give them the kind of welcome that turns a good stay into a loyalty relationship. This role also carries an owner-facing component: when a property needs a presentation upgrade, a staging refresh, or a design recommendation, you're the person who advises the owner and sees it through. But make no mistake guests come first, every time. "The guest should feel that someone genuinely cares about their stay." That's the standard. As GEM, you are the person who makes that happen.

CORE RESPONSIBILITIES

What You'll Own ■ Pre-Arrival Guest Communication Personal calls 2-5 days before every arrival. Build genuine rapport, uncover the purpose of the trip, and identify opportunities to personalize the stay before they arrive. ■ In-Person Arrival Visits Stop by 2-3 hours after check-in. Welcome guests personally, confirm everything is right, and resolve anything that isn't before it becomes a review. ■ Repeat Guest Recognition (CRM) When a returning guest books, you're notified. You review their history, personalize their welcome, and make them feel remembered because they are. ■ Property Inspections Pre-arrival walkthroughs of every home. Lighting, temperature, cleanliness, staging all verified and documented in Breezeway before the guest walks in. ■ Review Management Monitor all platforms daily. Respond to every review within 48 hours in VR365's brand voice. Track trends by property and surface patterns that need attention. ■■ Issue Resolution You're the calm center when things go sideways. Coordinate resolution across housekeeping and maintenance, communicate clearly with the guest, and close the loop completely. ■ Owner Property Presentations When an owner property needs a staging refresh or design upgrade, you advise with a trained eye and a business case. Then you see it through sourcing, coordinating, and delivering. ■ Experience Design You look for the Surprise Opportunity the occasion, the milestone, the detail that makes a stay feel curated. You log it, coordinate the touch, and execute it with warmth.

WHO WE'RE LOOKING FOR

You are a people-first hospitality professional who walks into a room and immediately makes it better. You solve problems before guests know they exist, remember details that matter, and bring an energy that is warm, professional, and genuinely enthusiastic about creating experiences worth remembering. You also have a real design eye not as your primary skill, but as a valuable lens you bring to every property. Required Qualifications 5+ years in hospitality, vacation rental, guest services, or property management Exceptional communicator warm, confident, and professional in person, by phone, and in writing Natural problem solver calm under pressure, fast on your feet, always guest-first Positive, high-energy presence that brings life into every interaction Interior design or staging sensibility trained eye for presentation and property aesthetics Experience with Breezeway or a comparable property/task management platform Strong organizational discipline multiple properties, multiple guests, zero dropped details Valid Washington State driver's license and reliable personal vehicle Comfortable with flexible hours including weekends and peak season demands Preferred Qualifications Experience with CRM platforms and repeat guest recognition programs Familiarity with Airbnb and VRBO host dashboards and review management Experience with Escapia or comparable reservation management software Background in luxury short-term rental, boutique hotel, or resort hospitality Experience sourcing furnishings, decor, or coordinating with professional photographers Formal interior design training, staging certification, or demonstrable design portfolio

COMPENSATION & BENEFITS

We benchmarked this role against comparable guest experience and hospitality positions across Washington State. The package reflects the genuine breadth of what this role requires and rewards performance above the base expectation. Details Base Salary $58,000

• 72,000/year
• commensurate with experience Annual Performance Bonus Up to 8% of base salary, tied to KPI scorecard Review Achievement Bonus Performance bonuses tied to property review achievements and listing growth milestones Staging Project Bonus $200
• 500 per completed owner staging/design project Mileage Reimbursement Health / Dental / Vision Company-sponsored benefits plan 401(k) Employer contribution per plan terms Paid Time Off Vacation accrual, WA State sick leave, and paid holidays

ABOUT VACATION RENTAL 365

We operate a curated portfolio of premium vacation homes in the Ronald and Cle Elum area gateway to Suncadia, Lake Cle Elum, and the eastern Cascades. Some of the most beautiful terrain in the Pacific Northwest. We're a small, close-knit team where your work is visible and your contributions matter. You won't be a cog in a corporate machine. You'll be the person who defines what the VR365 guest experience feels like and owners will know your name.

HOW TO APPLY

Start by applying here on Indeed and completing all screening questions they are a required part of your application and reviewed personally before any phone contact. If you'd like to share staging, design, or hospitality work you're proud of, send photos or links to Derek@MyVR365.com with the subject line "GEM Application." This is optional but encouraged a strong portfolio speaks louder than a resume for this role. No formal cover letter required. We read every application personally.

Pay:

$58,000.00

• $72,000.

00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Application Question(s): Are you available to work weekends and some evenings during peak season (Memorial Day through Labor Day and winter holidays)? Describe your interior design or staging experience in 2-3 sentences. Have you personally written responses to guest reviews on Airbnb, VRBO, or Google? If yes, approximately how many properties were you managing at the time? Describe your experience making outbound phone calls to guests or clients pre-arrival calls, check-in calls, or relationship outreach. How many calls per week on average Describe a time you noticed something was off at a property, with a guest, or in a process that wasn't your responsibility, but you fixed it anyway. What did you do? A guest calls you mid-stay the hot tub isn't working and it was the main reason they booked. What's the first thing you say and do? Include the word 'Suncadia' somewhere in your application.

Work Location:

In person