Guest Experience Liaison at Beachview Rentals – Newport Beach, California

At Beachview Rentals, we foster a workplace where teamwork, respect, and a shared passion for hospitality create a welcoming and supportive environment. We believe that exceptional guest and owner experiences start with taking care of our team. That’s why we offer competitive wages, comprehensive benefits, and a workplace culture rooted in support, collaboration, and mutual respect. When our team thrives, so does our ability to deliver unforgettable stays.

We are seeking a service-minded and detail-orientated Guest Experience Liaison to serve as the primary point of contact for guests throughout every stage of the guest journey. In this fast-paced position, you will oversee the full guest life cycle process, manage guest communications and proactively resolve concerns with professionalism and care. You will collaborate closely with the Operations department, support company leadership, and serve as a knowledgeable local ambassador — helping guests make the most of their time on the Balboa Peninsula through tailored recommendations and attentive service. This is an ideal opportunity for someone who operates with a spirit to serve and takes pride in delivering exceptional, memorable experiences through every interaction.

Key Responsibilities

• Oversee the guest self-service check-in experience, including pre-arrival correspondence, rental readiness verification, and delivering a warm, professional welcome in support of a seamless self-service process
• Coordinate arrival and departure follow-up communications to ensure a smooth guest journey from start to finish
• Monitor daily check-ins to confirm all rentals are prepared and guest-ready prior to self-service check-in
• Serve as the primary point of contact for guest inquiries, complaints, and requests via phone, email, and text — responding promptly and resolving issues with professionalism and care
• Triage and troubleshoot on-site issues or emergencies remotely, delegating effectively to the appropriate teams
• Facilitate clear, timely communication between guests and the Operations team, following through until all concerns are fully resolved
• Collaborate with Housekeeping and Maintenance to ensure guest needs are addressed efficiently and to a high standard
• Serve as a local ambassador, offering personalized recommendations for island activities, dining, and attractions

The following qualifications and competencies are required for the Guest Experience Liaison role:

• 1–2 years of experience in guest relations, hospitality, or a comparable customer-facing role
• Demonstrated knowledge of customer service principles and guest experience best practices
• Exceptional written and verbal communication skills, with the ability to correspond professionally via phone, email, and text
• Proficiency in Salesforce CRM, including managing customer records and communications
• Proficiency in Google Workspace, including Docs, Sheets, Gmail, and Drive
• Strong interpersonal skills with the ability to build rapport and deliver a personalized guest experience through digital channels
• Strong organizational skills with the ability to manage multiple priorities and high communication volumes in a fast-paced environment
• Proven problem-solving ability, with a proactive and solution-oriented mindset when resolving issues
• Ability to develop and maintain comprehensive knowledge of all property features, amenities, and offerings
• Broad understanding of departmental operations and how the Guest Experience Liaison role supports the wider organization
• Available to work weekends and holiday shifts as required

Compensation and Benefits:

• $21-$23 per hour
• 100% employer paid premiums for Medical, Dental and Vision Insurance
• Employer paid Life Insurance
• 401(k) with a 5% Match
• PTO and Sick time