Short-Term Rentals Guest Experience Manager

Short-Term Rentals Guest Experience Manager (Americas Time Zones, Remote, Mexico Preferred)About HOLT HOLT is a hospitality operator and property management company running a portfolio of ~125 properties across multiple markets. Our portfolio spans homes, villas, apartments, and hotels — and we operate them with a hotel-level mindset: tight standards, fast response, and an owner's approach to protecting long-term asset value. We manage the full guest journey end-to-end: online distribution across major OTAs, guest communication and support, on-the-ground coordination with local teams, housekeeping and maintenance workflows, and reputation management. Our goal is simple: deliver consistently excellent stays that drive elite reviews and strong repeat performance, while building systems that scale cleanly across markets and teams. The role We're hiring a Guest Experience Manager to lead our Americas time-zone Guest Experience (GE) operation. You will be responsible for all guests globally during Americas hours — meaning you may support guests staying in Mexico, the U.S., or Europe if their questions and issues land during your coverage window. You will coordinate closely with our Europe Guest Experience Manager to ensure global consistency in standards, messaging quality, and process. This is a leadership + execution role. You will manage agents, coach communication quality, run escalations, improve workflows, and protect our review performance — without using refunds or discounting as a shortcut. What success looks like (non-negotiables) Airbnb profiles maintain Superhost Listings maintain Guest Favorite Booking.com profiles maintain Preferred Plus Guest communication is consistently high quality: complete answers, tone-matched, emotionally intelligent, and proactive Issues are handled with speed, clarity, and excellent follow-through (guests feel informed and cared for) Refunds are used only when appropriate and never as the default tool for positive reviews What you'll own Guest communication quality (your biggest lever) Ensure every message answers all guest questions (especially multi-question threads) Match tone and read subtext; make guests feel heard, not just "handled" Maintain both strong response times and high-quality outcomes Escalations + high-risk guest management Rapid acknowledgement (often within minutes) Clear, structured updates during active issues Calm, confident guest recovery that protects reputation and revenue Coordination with Market Managers On-the-ground fixes (maintenance/vendors) are executed by local teams You ensure the guest communication is excellent while fixes are in progress, and that issues close cleanly Refunds and cancellations For stay-related guest issues and maintenance issues: you prepare a clear recommendation and obtain COO/CEO approval before issuing refunds For pre-arrival cancellations within the guest's booked OTA cancellation policy: you execute directly You submit structured summaries with A/B (or A/B/C) options and clear rationale Inquiry handling + conversion support (without pricing ownership) Pricing is managed by a separate team You own inquiry response quality and follow-up cadence, including direct/VIP inquiries via text/email and guests who go quiet You improve conversion by being excellent at communication, clarity, and follow-through People leadership Manage and coach GE agents on the Americas desk (Mexico-based agents + coordination with shared overnight coverage) Weekly 1:1s, clear feedback, quality audits, and consistent standards Step into queue coverage when needed (sick coverage, peak load, quality reset) Systems + operational rigor Everything runs in ClickUp You'll work daily in a modern STR tech stack including Guesty, Breezeway, Enso Connect, and other best-in-class tools Weekly team rhythm You run the weekly GE team meeting (existing format) and convert it into actions that actually get completed Who you'll work with Europe Guest Experience Manager (partner on global standards, handoffs, and shared processes) COO/CEO (refund approvals for stay-related guest issues; escalation alignment when needed) Market Managers (on-the-ground issue execution and local coordination) What we don't want Managers who "solve reviews" by over-refunding People who can hit response-time targets but can't communicate with empathy and completeness Leaders who talk about process but don't drive adoption and execution Requirements 5+ years of short-term rental guest operations experience (multi-property, OTA-heavy) Proven experience managing GE agents (coaching, standards, performance) Strong judgment on escalations, guest recovery, and policy enforcement Exceptional writing/communication skills — especially handling: multi-question guest threads frustrated guests ambiguous direct/VIP inquiries Comfort operating in structured systems (ClickUp + STR tech stack) Fluent English + Spanish (must be able to communicate at a high level with English-speaking guests) Location & schedule Remote Mexico preferred (local context is helpful), but not strictly required 5 days/week Must be comfortable being on-call via mobile for urgent escalations outside core hours (team support, critical guest issues)