Guest Experience Associate – Boutique Vacation Rentals
Join The Brighthouse – a design-forward, heart-led short-term rental company with properties in NC, FL, MO, and MT.
We’re seeking a detail-driven, highly responsive Guest Experience Associate to help deliver exceptional guest stays and ensure smooth daily operations across our growing portfolio. This is a fast-paced role for someone who thrives in hospitality, solves problems with calm precision, and takes pride in operational excellence.
✅ Success Metrics -Maintain a 4.93+ Airbnb review score -Respond to 100% of guest and team messages -Maintain less than 15 min response time across platforms
🧠 What We’re Looking For You’re the kind of person who takes initiative, communicates clearly, and learns fast. You don’t wait to be told what to do—you look ahead, spot problems, and handle them. You understand your role is not just to help guests—it’s to protect the foun
Key responsibilities
💼 Core Responsibilities -Respond to guests, cleaners, and contractors within 15 minutes during shift hours -Coordinate real-time issue resolution between guests and field teams -Track and order supplies, collect pet fees, and flag upsell opportunities -Review rental agreements, collect guest contact info, and reduce chargeback risk -Log maintenance issues and track resolution in Monday.com -Coordinate vendor tasks virtually (maintenance scheduling, cleaner access, etc.) -Perform basic calendar edits to optimize turnovers and revenue -Support the founder on projects that improve systems and drive efficiency
Skills & Qualifications
📌 Requirements -Fast, stable internet + reliable laptop -Prior Airbnb or short-term rental operations experience is a must -Fluent, professional English (spoken and written) -Extreme attention to detail — typos, guesswork, or missed steps are deal-breakers -Outstanding customer service instincts -Fast, accurate typing + strong prioritization under pressure -A calm, critical thinker who solves problems, not just reports them
