Customer Experience Manager – LWR Onsite in Bradenton, Florida at Gulf Coast Property Management

Who We Are and What We Do

We are Gulf Coast Property Management (GCPM) and we assist property owners and investors with the business of renting their rental homes. We bridge the gap between property owners, residents, and guests by providing professional marketing, leasing, and management services on their behalf. We are passionate about what we do and about expanding our customer base.

Customer Experience Manager – LWR Onsite

Job Description

$72K to $80K.

Position Summary

The Vacation Rental Portfolio Experience & Readiness Coordinator is responsible for proactively preparing Gulf Coast Property Management’s vacation rental portfolio to deliver outstanding guest experiences, strong guest satisfaction, and consistent 5-star review outcomes.

This position serves as a key conduit between Client Services, Guest Services, Field Operations, the Contact Center, housekeeping, maintenance, and Account Management. The role is designed to connect what guests are experiencing, what our internal teams are seeing, and what our property owners need to understand in order to improve property performance, protect reviews, and support long-term rental success.

This is not a traditional Customer Service Manager role. Rather than simply responding to guest concerns as they arise, this position is responsible for helping the company stay ahead of potential guest issues by identifying trends, monitoring property readiness, reviewing service patterns, coordinating internal follow-up, and ensuring the right teams are aligned before concerns become negative guest experiences.

The primary focus of this position is to help ensure vacation rental properties are prepared to meet guest expectations before arrival, guest-impacting concerns are identified and resolved quickly, and recurring property or service trends are elevated before they become larger problems. This role helps bridge the gap between front-line guest service, field execution, and the Client Services team responsible for owner communication, property improvement recommendations, and overall portfolio performance.

This position is based out of Gulf Coast Property Management’s Lakewood Ranch office and will work closely with the Field Operations team, Account Managers, housekeeping, maintenance, and Contact Center leadership. This role includes oversight responsibilities involving the Contact Center Manager and review coordination processes while partnering with multiple internal departments to assist guests, ensure property readiness, monitor service trends, and help create consistently excellent guest experiences across the vacation rental portfolio.

The ideal candidate is extremely proactive, hospitality-focused, highly organized, and able to identify guest issues, property concerns, and recurring trends before they impact the guest experience. This person should be comfortable reviewing guest feedback, monitoring internal tickets, coordinating with multiple departments, and helping ensure the right information gets to the right team quickly.

This role plays a critical part in protecting Gulf Coast’s reputation on OTA platforms such as Airbnb, Vrbo, and Booking.com by helping ensure properties are prepared for arrival, guest concerns are handled with urgency, and Client Services has the insight needed to support owners and improve overall property performance.

Work Location

This position is based out of Gulf Coast Property Management’s Lakewood Ranch office.

While the role will primarily involve coordination through internal systems, guest communication platforms, ticketing software, and cross-department communication, occasional property visits may be required to support guest concerns, property readiness, service recovery, quality assurance, and portfolio improvement efforts.

Key Responsibilities

Vacation Rental Portfolio Readiness

Proactively monitor the vacation rental portfolio to help ensure properties are prepared to deliver outstanding guest experiences.Work closely with Field Operations, housekeeping, maintenance, Guest Services, and Client Services to identify and resolve property readiness concerns before guest arrival.Review upcoming reservations, guest feedback, open tickets, prior complaints, maintenance concerns, and review trends to identify properties that may require additional attention.Help ensure properties with prior guest concerns, recent service issues, poor reviews, or upcoming high-risk reservations receive appropriate proactive review and follow-up.Identify readiness concerns related to cleanliness, maintenance, furnishings, amenities, curb appeal, access, safety, functionality, and overall guest presentation.Coordinate internal communication when property readiness concerns are identified so the appropriate team can act quickly and accurately.Help ensure field-related updates are communicated back to Guest Services and Client Services so guests and owners receive accurate information.Support the goal of preparing each property to meet or exceed guest expectations before the guest arrives.

Client Services & Guest Services Coordination

Serve as a key liaison between Client Services and Guest Services to ensure guest concerns, property issues, and service trends are properly communicated and acted upon.Translate guest feedback, service concerns, ticket activity, and property-level issues into useful information for Account Managers and Client Services leadership.Help Client Services identify properties that may need owner conversations, property improvement recommendations, maintenance follow-up, housekeeping attention, or additional operational support.Work with Guest Services and the Contact Center to ensure guest concerns are not only responded to, but also properly documented, routed, resolved, and reviewed for broader trends.Ensure guest-impacting issues are communicated to the appropriate internal teams before they create larger service failures, poor reviews, owner complaints, or OTA performance concerns.Support Account Managers by helping identify patterns in guest feedback, property condition concerns, and recurring service issues that may need to be addressed with owners.Assist in creating a clearer connection between front-line guest experience, field execution, owner communication, and long-term property performance.

Guest Experience & Satisfaction Support

Monitor guest-facing issues before, during, and after stays to help ensure a smooth, positive, 5-star guest experience.Work closely with the Contact Center and Field Operations team to assist guests, resolve concerns, and ensure properties are ready for arrival.Proactively review guest communications, ticket activity, property concerns, service trends, and upcoming reservations to identify potential issues before they become guest complaints or negative reviews.Assist with escalated guest concerns related to cleanliness, maintenance, missing amenities, access issues, property expectations, or overall dissatisfaction.Coordinate with housekeeping, maintenance, Field Operations, Guest Services, and Account Management to resolve guest concerns as quickly and professionally as possible.Identify opportunities for service recovery when a guest experience has fallen short.Help ensure guest-impacting concerns are addressed before arrival whenever possible, especially for at-risk properties or reservations.Conduct guest follow-up when appropriate to confirm satisfaction, uncover unresolved concerns, and help protect the guest experience.Support the overall goal of increasing 5-star reviews, improving guest satisfaction, protecting OTA performance scores, and strengthening owner confidence in Gulf Coast’s management.

Internal Ticketing System Oversight

Monitor internal tickets related to guest concerns, property issues, service recovery, maintenance follow-up, housekeeping concerns, owner-impacting items, and property readiness.Ensure tickets are properly documented, assigned, prioritized, and followed through to completion.Track open guest and property-related issues to confirm they are being addressed promptly and professionally.Follow up with internal team members when tickets are aging, unresolved, missing updates, or requiring escalation.Ensure guest-impacting issues are treated with appropriate urgency based on severity, arrival dates, current occupancy, owner sensitivity, and review risk.Maintain clear notes, photos, communication history, and resolution details within company systems.Identify recurring issues or patterns within tickets that may be impacting guest experience, property performance, owner satisfaction, or review scores.Escalate unresolved or high-risk issues to the appropriate department leader when needed.

Property Recovery & Portfolio Improvement Support

Assist with Property Recovery Assessments for homes identified as at risk due to poor guest reviews, recurring complaints, declining guest satisfaction scores, or OTA performance concerns.Evaluate the overall guest experience at the property level, including cleanliness, maintenance, décor, furnishings, amenities, functionality, curb appeal, and presentation standards.Identify operational, cosmetic, and hospitality-related deficiencies that may negatively impacting guest satisfaction and review performance.Collaborate with Account Managers, Project Managers, Field Operations, housekeeping, maintenance, and Guest Services to create practical action plans for improvement.Help Client Services determine which property concerns should be addressed internally, and which should be escalated to owners for discussion or approval.Conduct follow-up visits or coordinate reassessments when needed to confirm improvements have been completed.Support recovery efforts for properties that need focused attention to improve reviews, reduce guest complaints, and protect OTA performance.

Guest Feedback & Trend Identification

Review guest feedback, internal notes, tickets, reviews, and service trends to identify recurring issues across the vacation rental portfolio.Identify properties with repeated complaints, declining guest satisfaction, maintenance patterns, cleanliness concerns, readiness concerns, or service gaps.Communicate trends to the appropriate department leaders so corrective action can be taken.Help distinguish between one-off guest concerns and recurring property or operational issues that require broader attention.Provide Client Services and Account Managers with clear, useful insights that can support owner conversations and property improvement recommendations.Assist with identifying process gaps between Guest Services, Field Operations, housekeeping, maintenance, and Client Services.Use guest feedback and ticket trends to help the company become more proactive in preparing the portfolio for outstanding guest experiences.

OTA & Review Performance Support

Monitor properties identified as at risk due to poor review performance, recurring guest complaints, OTA compliance concerns, or negative guest feedback trends.Assist with action plans designed to improve guest satisfaction, review scores, and OTA standing.Help ensure guest concerns are resolved before they turn into negative reviews whenever possible.Support internal teams in identifying property-level or operational trends that may affect OTA performance, repeat bookings, and owner confidence.Recommend practical and financially responsible improvements that can help elevate the guest’s experience and improve property performance.

Additional Responsibilities

Support special projects related to guest experience, property readiness, quality assurance, service recovery, portfolio improvement, and review performance.Maintain accurate documentation of guest interactions, ticket activity, service recovery efforts, property concerns, and follow-up actions.Communicate professionally with guests, owners, vendors, and internal team members as needed.Assist department leaders with identifying operational gaps that may be impacting guest satisfaction, owner confidence, or property performance.Other duties as assigned.

Qualifications

Previous experience in hospitality, vacation rentals, property management, hotel operations, guest services, client services, or quality assurance preferred.Strong understanding of how guest experience, property condition, owner communication, field operations, and review performance are connected.Excellent verbal and written communication skills.Strong interpersonal and conflict resolution abilities.Ability to remain calm and professional in high-pressure guest or owner-sensitive situations.Strong attention to detail, organization, and follow-through.Ability to work from the Lakewood Ranch office and travel to properties as needed.Ability to manage multiple open issues, tickets, property concerns, and guest-impacting priorities at one time.Comfortably using property management systems, guest communication platforms, mobile apps, and internal ticketing software.Ability to identify patterns, trends, and recurring issues that may impact guest satisfaction or property performance.Valid driver’s license and reliable transportation required.

Preferred Traits

Hospitality-first mindset.Extremely proactive approach to preparing properties for guest arrival and identifying concerns before they become guest issues.Strong sense of ownership and accountability.Able to connect guest experience issues to broader property and owner performance concerns.Organized, responsive, and consistent with follow-up.Comfortable working across multiple departments and helping different teams stay aligned.Calm and professional under pressure.Resourceful problem solver.Strong eye for property presentation, guest appeal, and operational readiness.Comfortable working closely with Client Services, Guest Services, Field Operations, the Contact Center, housekeeping, and maintenance.Passion for creating outstanding guest experiences, improving guest satisfaction, and strengthening vacation rental property performance.