STR Guest Communications Manager - Fulltime

Job Title: Guest Communications Manager (Weekday Operations & Team Leadership)
Schedule: Preferred Monday–Friday 9:00 AM – 5:00 PM CST
Hours: Full-time, 40 Hours
Pay: $8 - $10 USD based on experience and performance

About Us:
Misfit Homes is a Nashville-based short-term rental management company specializing in high-performing vacation rentals across multiple OTA platforms. We operate with a strong focus on systems, accountability, and guest experience, consistently maintaining a 4.9+ average rating across our portfolio.

We are a small but highly structured team that values ownership, communication, and continuous improvement. As we grow, we are looking for a weekday Guest Communications Manager who can take ownership of guest-facing operations during the week, support team leadership, and work closely with the Owner to keep daily operations running smoothly.
This role works side-by-side with our current Guest Communications Manager, who covers weekend operations, ensuring continuity, alignment, and strong team coverage across the week.

Role Overview:
The Guest Communications Manager is responsible for weekday guest communications, operational execution, and team coordination. This role combines hands-on guest support with leadership responsibilities, internal coordination, and direct collaboration with the Owner of the company, Steve.

You will play a key role in managing daily workflows, allocating expenses, supporting listing management, and guiding the guest communications team to maintain performance standards.

Guest Experience:
* Respond to all guest messages, booking inquiries, and issues via Guesty, Aloware, and email
* Maintain a response-time goal of under 10 minutes across all platforms
* Provide proactive, professional, and brand-aligned guest communication
* Assist guests with lockouts using provided lock codes and established troubleshooting procedures
* Support guests with maintenance-related issues and escalate urgent concerns to vendors or internal teams
* Coordinate with cleaners, vendors, and maintenance teams for real-time issue resolution
* Handle guest relocations and maintain an upselling mindset for upgrades, extensions, and alternative listings
* Review and respond to guest reviews using reputation management best practices
* Support guests pre-stay, during stay, and post-stay to maintain a 4.9+ average rating

Team Leadership & Collaboration:
* Work closely with the Owner (Steve) on daily and weekly operational tasks
* Collaborate directly with the weekend Guest Communications Manager to ensure seamless coverage and alignment
* Assist in supervising, coaching, and supporting 5+ Virtual Guest Communications VAs
* Provide guidance, feedback, and decision-making support during weekday operations
* Help maintain consistency in tone, policy enforcement, and guest handling across the team
* Act as a reliable point of escalation when needed during weekday shifts

Operational Tasks:
* Ensure all incoming guests are fully paid prior to check-in.
* Verify that all guests have completed and signed the lease agreement.
* Confirm collection of security deposits or damage waivers before arrival.
* Manage reservation details and compliance within Guesty.
* Handle email management for notices, internal coordination, and vendor communications.
* Allocate invoices and approvals.
* Review and enforce OTA policies, including Airbnb, VRBO, ---------- , and other platforms.
* Support listing management, integrations, and upselling opportunities.
* Assist the Guest Communications Manager in supervising, coaching, and reviewing 5+ Virtual Guest Communications VAs.
* Knowledgeable with basic accounting tools like Accountable, or the ability to learn new tools quickly.
* Familiarity with Instacart and Amazon for purchasing and procurement tasks.

Tasks & Performance Metrics:
* Response time under 10 minutes across all platforms.
* Maintain a 4.9+ average guest review rating.
* Resolve or escalate guest issues within 5–10 minutes.
* Weekly reporting on guest experience insights and operational efficiency.
* Ensure guest relocations and upselling opportunities are executed effectively.
* Provide guidance to other VAs during the Guest Communications Manager’s leave.

Expectations & Qualifications:
* 2–3 years of experience in short-term rental operations, guest communication, and team management roles.
* Strong knowledge of Airbnb, VRBO, ---------- , and other OTA policies.
* Experience using property management systems, preferably Guesty.
* Attention to DETAILS is needed! Secret code: GCM011326
* Strong written English skills and professional tone in all guest communications.
* Team-oriented with excellent coordination skills and willingness to follow instructions from the Guest Communications Manager.
* Self-starter with strong attention to detail, accountability, and critical thinking.
* Ability to exercise good judgment and basic troubleshooting when the Guest Communications Manager is on leave.
* Supervisory experience preferred (coaching and reviewing tea ---------- mbers).

Attitude & Team Fit:
* Positive, professional, and solution-oriented mindset.
* Strong sense of ownership and responsibility.
* Flexible, coachable, and open to feedback.
* Able to collaborate closely with the Guest Communications Manager and operations team.

Salary & Schedule:
* Rate of Pay: $8 - $10 USD based on experience and performance
* Scheduled Hours Minimum: 40 hours per week (must track hours)
* Scheduled Hours Maximum: 40 hours per week (any additional hours require prior approval)
* Agreed Schedule: Monday–Friday
* Preferred Shift: 9:30 AM – 5:30 PM CST (On-boarding will vary on times/days)
* Pay Schedule: Bi-Weekly via Gusto Payroll, upon submission and approval of tracked hours

(*) Fine Print
Subject Line: GCA = Guest Communications Manager
Please have an ID score of 70+ to apply
Please provide the secret code in the message
Application Deadline: 2/06/2026