Department: Operations

Location: Remote - US/Canada

Compensation: $85,000 / year

Description
Home Team Luxury Rentals - Guest Communications ManagerBusiness Info:Role Title: Guest Communications Manager
Department: Operations
Company: Home Team Luxury Rentals
Location: Remote, US
Supporting Links:

• https://hometeamluxuryrentals.com/
• https://rise-collective.com/

Home Team Luxury Rentals is a full-service short-term rental management service with a mission to unify the finest luxury vacation rentals across the United States: homes that deliver on quality, design, first-class amenities, and comfort. Our guests can expect the ultimate in-house guest experience for every stay. We don’t do average!
Role Information:Home Team is seeking a Guest Communications Manager to lead our guest communications team. This senior leadership role owns the full communications function, managing multiple team leads and individual agents, and is responsible for driving high guest satisfaction, improving response times, and setting the standard for every guest interaction before, during, and after their stay. This is a fully remote, US-based position with an annual salary of $85,000.
Skills and traits:

• Exceptional written communication — clear, warm, professional, and on-brand.
• Strong leadership instincts with the ability to coach, hold accountable, and inspire a team.
• Data-driven and process-oriented; you build systems and track what matters.
• Calm and solutions-focused under pressure; skilled at de-escalation and conflict resolution.
• Highly organized, detail-oriented, and reliable — you model the standards you set for your team.

Compensation:

• Base Salary: $85,000/year
  

Key Responsibilities:

• Lead and manage the full guest communications team, including team leads and individual agents.
• Set performance standards and drive measurable improvements in guest satisfaction and response times.
• Develop and produce weekly team performance metrics and reporting.
• Serve as the final escalation point for complex or sensitive guest issues; resolve with professionalism and care.
• Develop and maintain messaging templates, SOPs, and playbooks to ensure quality and consistency at scale.
• Oversee daily communications operations across all booking platforms, ensuring appropriate coverage.
• Monitor guest reviews and feedback; identify trends and lead initiatives to improve outcomes.
• Coordinate cross-functionally via Slack and internal tools to resolve guest issues quickly.
• Log communications, issues, and outcomes accurately in Guesty and other software.
• Recruit, onboard, coach, and develop communications team talent.
• Other duties as assigned.
  

Desired Experience & Competencies:
Experience & Competencies:

• 3+ years in guest communications, customer experience, hospitality, or a related field.
• 1–2+ years of people management experience, including managing team leads or managers.
• Proven track record of improving guest satisfaction scores and response performance.
• Experience in short-term rental or property management strongly preferred.
• Proficiency with Guesty, Airbnb, VRBO, Slack, Breezeway, or similar tools preferred.

Work Expectations:

• Fully remote — must be US-based with a reliable internet connection and dedicated workspace.
• Ability to work flexible hours, including weekends and holidays as needed.
• Responsive and reliable during assigned hours; availability expectations discussed during hiring
  

Support & Culture:
📚World Class Support - You’ll be backed by several teams (Operation/Property Management Team, Pricing Team, Onboarding Team, Guest Communications Team)! You will not be silo’d and unsupported in this role
📈Radical Company Growth - We’re one of the fastest growing Property Management companies in the US, serving over 650+ luxury vacation rentals
If you’re ready to be part of a supportive and well-established team, let’s see what you’re made of! 🚀