Job Information
Del Mar Vacations Guest Service Coordinator in Orleans, Massachusetts
About Del Mar Vacations Del Mar Vacations is a Veteran-owned & operated, full-service vacation property management company with over 4 homes across Cape Cod. Our mission is to create lifelong memories through 5-star guest & homeowner experiences?& we do that by putting hospitality & service at the heart of everything we do. We?re a team of passionate, smart, & engaged people who solve problems creatively & serve with care. Our ideal teammates thrive in a high-energy, tight-knit environment, are intellectually curious, optimistic, & ready to pivot when things change. We live & work by our mantra: R.R.R.E.E.E. ? Readiness. Responsiveness. Resolution. Empathy. Efficiency. Enthusiasm. It?s how we show up, how we fix things, & how we treat people. Our values make this more than just a job: Be Reliable. Reliable. Reliable. Think like a Guest. Think like a Homeowner. Think like a Team Member. The Obstacle is the Opportunity. Make it Happen. Be Anti-Fragile. If that resonates with you, keep reading. Guest Experience Coordinator Are you the kind of person who makes every guest feel like a VIP? Do you love delivering seamless, heartfelt service & solving problems before they become issues? We?re looking for a Guest Experience Coordinator to join our team & be the frontline hero for in-stay support, post-stay care, & everything in between that ensures 5-star stays. What You?ll Own The whole Guest Experience Serve as the primary point of contact for guest service requests & issues during their stay; troubleshooting issues. You?ll be a professional problem solver! Respond promptly via text, email, or phone to resolve concerns with empathy & efficiency Coordinate with internal teams (landscape, cleaning + maintenance, etc.) to ensure timely resolution Communicate proactively with upcoming guests about known issues or service alerts Monitor & manage HubSpot guest experience inboxes Follow up on open service tickets & confirm resolution satisfaction Guest Communication & Engagement Follow up on check-in messages (we call them wellness checks) to guests during their stay Make check-out calls & gather feedback to improve future stays Reach out to past guests post-stay to encourage 5-star reviews on Airbnb & VRBO Submit guest reviews to HubSpot for tracking Manage Lost & Found communication & coordination Handle refunds & escalated guest concerns with care & professionalism Administrative Support Monitor Slack for urgent guest updates & internal requests Track & escalate guest trends or recurring issues to leadership Support early check-in coordination & approval workflows Assist with documentation & record-keeping related to guest issues Review voicemails & respond or escalate as needed Maintain accurate records in the Refund Pipeline You Might Be a Fit If You... Excel at communication-clear, kind, & calm under pressure Are naturally empathetic & love turning challenges into delightful moments Can manage multiple tasks & pivot priorities fluidly throughout the day Are comfortable using platforms like HubSpot, Google Suite, Zuper, & Guesty Bring a guest-first mindset to everything you do What\'s in it for you? Amazing co-workers 2 weeks of vacation time + 1 week of sick time Partially subsidized health insurance (we pay 75% for you + your family members for the 401k with up to 4% match Professional development opportunities Yearly bonus program (& other rewards & recognition both big & small) Opportunities to engage with each other & the wider community Ready to create memorable guest experiences? Apply now by submitting your resume & cover letter! We can?t wait to meet you. Del Mar Vacations is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, disability, national origin, veteran status, or any other basis protected by law.