Senior Guest Experience Coordinator in Orleans, Massachusetts at Del Mar Vacations

The Senior Guest Experience Coordinator is an experienced, trusted member of the Guest Experience team who takes on added responsibility to support both guests and fellow coordinators. Reporting to the Guest Experience Manager, this role carries the same core guest-facing duties as the broader coordinator team — with the added expectation of peer leadership, process ownership, and team support when the management is not available.

Core Responsibilities

Team & Operations Support

• Own the refund request process: Manage refund cases from submission through resolution with accuracy, care, and urgency — this is one of the most important coordinator responsibilities, especially during peak season
• Own Critical and Urgent home issue communication: Serve as the team's point person for identifying and coordinating the resolution of property issues that affect guests, working closely with Ops to keep things moving; others assist, but this role stays accountable
• Support the Guest Experience Manager with escalations and reviews: Assist with escalated guest situations and review management, helping to lighten the load and ensure nothing falls behind
• Be the team's first resource when the Guest Experience Manager is unavailable: Answer questions from fellow coordinators, help prioritize tasks, and keep the team on track — escalating to the Guest Experience Manager or Director of Hospitality Operations when needed
• Serve as a positive peer influence: Show up as a steady, encouraging, accountable team member whose attitude and work ethic sets the tone for those around them

Guest Communication & Engagement

• Conduct in-stay wellness checks: Follow up with guests during their stay to make sure everything is going smoothly and address any concerns early
• Lead checkout calls and collect feedback: Connect with guests at the end of their stay to thank them and gather feedback that helps the team improve
• Encourage post-stay reviews: Reach out to past guests to encourage 5-star reviews on Airbnb and VRBO and submit all reviews to HubSpot for tracking
• Manage Lost & Found: Handle lost item communication and coordination promptly and professionally
• Proactively communicate with incoming guests: Give upcoming guests a heads-up on any known property issues or service alerts so they're never caught off guard

Information Management & Reporting

• Track and report on daily events: Keep notes on significant happenings — home issues, guest escalations, channel issues, maintenance problems affecting multiple guests — and share organized updates with leadership regularly
• Flag trends and recurring issues: Notice when something keeps coming up and bring it to the Guest Experience Manager's attention with enough context to be actionable
• Stay on top of Slack and internal channels: Monitor for urgent updates or requests that need a timely response or escalation

Administrative Support

• Manage HubSpot guest experience inboxes: Keep inboxes organized and ensure guest communications are tracked and responded to in a timely manner
• Support early check-in coordination: Help facilitate early check-in requests and approvals, keeping guests informed and internal teams aligned
• Maintain accurate documentation: Keep records related to guest issues up to date and accessible for follow-up and reporting
• Triage voicemails: Review and respond to voicemails promptly, escalating anything that requires additional attention

Qualifications

• 2+ years in hospitality, guest services, or a related customer-facing role with demonstrated growth in responsibility
• Excel at communication—clear, kind, and calm under pressure
• Are naturally empathetic and love turning challenges into delightful moments
• Can manage multiple tasks and pivot priorities fluidly throughout the day
• Are comfortable using platforms like HubSpot, Google Suite, Zuper, and Guesty
• Bring a guest-first mindset to everything you do

Why Join the Del Mar Vacations Team

Del Mar Vacations is a Veteran-owned and operated, full-service vacation rental company on Cape Cod. We specialize in providing 5-star experiences to our guests, homeowners and each other. As a hospitality and service first culture, our team and their talents are the key to our success.

Working at Del Mar means you will be surrounded by passionate, smart, and engaged people who are focused on superior problem solving and outstanding customer service. Our ideal candidates enjoy working in a small, tight-knit, high energy and supportive team, are intellectually curious, comfortable with ambiguity, have a positive outlook, and are able to pivot quickly as things change.

Benefits

• 2 weeks of vacation time
• 1 week of sick time
• Partially subsidized health insurance
• HSA (health savings account)
• 401k with up to 4% match
• Professional development opportunities
• Yearly bonus program (and other rewards and recognition both big and small)

Schedule: Full-time; Varying schedule with weekend availability required

Del Mar Vacation, Inc is an equal opportunity employer. All employment will be decided solely on the basis of your qualifications and merit and according to hiring needs. We are committed to creating a collaborative team and do not to discriminate based off race, color, religion, creed, gender, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital status, amnesty, status as a covered veteran, military service, or any other class protected by applicable federal, state, and local laws.