Guest Experience & Hospitality Coordinator

Guest Experience & Hospitality Coordinator

Purveyors of Leisure & The Fainting Couch Boutique Hotel
Remote | Full-Time | Hospitality + Guest Relations

Role Overview
At Purveyors of Leisure, we specialize in unforgettable stays and soulful escapes across our collection of boutique estates and curated properties. We are seeking a fast-paced, highly responsive, and tech-savvy Guest Experience & Hospitality Coordinator to join our team.

This hybrid role blends luxury hospitality instincts with sharp operational grace. We need a person who can handle the fast pace of a hotel operator, tech systems, and customer service, while managing a wide variety of clients. You will act as a central operator, managing high-volume communication channels, resolving urgent guest issues, and utilizing software platforms to audit property readiness while maintaining an empathetic, welcoming tone.

Key Responsibilities
-Guest Communications & Operator Management
Channel Operations: Handle all inbound guest communication across Property Management Systems (Cloudbeds, Guesty), major Online Travel Agencies and booking channels (Airbnb, VRBO, Expedia, ---------- , and the like), and dedicated guest services phone lines.
-Rapid Resolution: Promptly address, troubleshoot, and resolve urgent guest issues, including maintenance emergencies, technical property failures, or access control concerns.
-Empathetic Connection: Establish a warm, personal connection with guests at booking to anticipate needs, manage expectations, and deliver a 5-star experience from booking through review.
-Escalation & Problem Solving: Use all available tools, software, and resources to resolve local issues independently; efficiently escalate critical operational threats to internal leadership.
-Client Adaptability: Tailor communication styles fluidly to accommodate a wide variety of clients, property owners, and travelers.
Operations & Tech Auditing
Cleanliness Verification: Coordinate directly with housekeeping and maintenance teams to verify that cleanings and property turnarounds are completed within tight timeframes.
Daily Readiness Audits: Conduct daily digital audits of property management tasks to ensure all boutique units and vacation rentals are fully prepared for arriving guests.
Smart Home Audits: Perform routine technical audits of property systems, including thermostat settings, smart locks, and automated guest access codes.
Security & Quality Monitoring: Review property camera footage and hardware logs as permitted to verify real-time property readiness and security conditions.
Task Assignment: Log, track, and assign outstanding property issues to field teams, ensuring no maintenance request goes unresolved.
Qualifications & Ideal Candidate Profile
Required Qualifications
Experience: 2–3+ years of experience in hospitality, guest services, customer support, vacation rentals, boutique hotels, or a related field.
Communication: Excellent written and verbal communication skills with a warm, professional, hospitality-first approach under pressure.
Adaptability: Proven ability to handle the fast pace of a central hotel operator, managing multiple software channels and client personalities simultaneously.
Technical Proficiency: Highly comfortable with property management software (Cloudbeds, Guesty), Online Travel Agencies and booking platforms (Airbnb, VRBO, Expedia, ---------- , and the like), CRM tools (GoHighLevel, Market MySTR, Slack, Google Workspace, and smart home applications).
Problem Solving: Calm, resourceful, and swift in critical or fast-moving situations.
Work Environment: Experience working remotely and independently while maintaining absolute accountability and rapid response times.
Preferred Qualifications
Experience supporting boutique hotels, vacation rentals, or concierge-style hospitality services.
Direct experience coordinating with remote housekeeping, maintenance, and dispatch teams.
Deep knowledge of channel managers, reservation systems, PMS platforms, and automated CRM guest messaging flows.
Who You Are
You genuinely enjoy helping people, resolving friction, and creating memorable experiences.
You are always receptive, coachable, and eager to grow alongside an expanding brand.
You are naturally proactive, highly dependable, and take deep ownership of your daily workflows.
You have an eye for aesthetics, presentation, and the thoughtful details that define a luxury stay.
You thrive in the technical, fast-moving side of hospitality operations and customer service.
Schedule & Availability
Location: 100% Remote.
Time Zone: Must be available to work primarily during Pacific Time (PST/PDT) hours.
Hours: Typical schedule is 12:00 PM – 9:00 PM Pacific Time, including weekends and holidays.
Flexibility: Hospitality is a seven-day-a-week business; flexibility is required to support urgent real-time guest and operational needs.
Requirements: Must have a highly reliable high-speed internet connection, a quiet and professional workspace, and the ability to remain continuously responsive throughout scheduled shifts.
Success in This Role Looks Like
Guests consistently receive rapid, thoughtful, and personalized communication.
Property audits, check-in details, and operational tasks are executed flawlessly and without delays.
Maintenance and housekeeping teams stay perfectly synchronized and supported.
Properties are verified to be clean, functional, and fully ready before every guest check-in.

Please include with your application:
-"Purveyors" in the subject line or first sentence so we know you read all of the way here
-Your resume
-A video introduction of yourself so we can see your conversational style