Customer Experience and Operations Coordinator

COMPANY OVERVIEW:

Home Sweet City is the highest rated short stay Property Management Company in Washington, D.C. We are a family owned company with 10+ years of experience managing high quality rental properties to ensure a 5 star experience for our guests.

We have an exciting opportunity for a dedicated and detail-oriented Customer Experience Coordinator to join our administration team managing 80+ quality short term rental properties in the District, reporting directly to the CEO.

We are a close knit and highly successful team and the role requires someone who is a great team player, oozing positivity and great overall attitude to join our all star staff, with an aspiration to grow and develop personally and professionally.

POSITION SUMMARY:

The Guest Experience and Operations Coordinator is a central, high-impact role responsible for managing day-to-day guest communications, coordinating maintenance dispatch, handling OTA messaging, and serving as a key initial point of contact for property owners. This role sits at the intersection of hospitality, operations, and communication, ensuring a seamless experience for guests while supporting internal teams and ownership with timely, accurate information.

This position requires strong communication skills, sound judgment and comfort with technology.

RESPONSIBILITIES:

Guest Communication and Experience

• Serve as the primary point of contact for guests before, during, and after their stay

• Manage guest inquiries, requests, and issues via phone, email, text, and messaging platforms

• Proactively communicate check-in instructions, stay information, and issue resolutions

• Handle guest concerns and escalations with professionalism, empathy, and urgency

• Ensure guest interactions align with company service standards and brand voice

Maintenance Dispatch and Coordination

• Receive, assess, and triage maintenance issues reported by guests or internal teams

• Dispatch maintenance vendors or internal technicians based on urgency and scope

• Track maintenance requests from report through resolution

• Communicate status updates to guests and internal stakeholders as needed

• Escalate recurring or high-risk issues appropriately

OTA and Platform Communication

• Manage guest messaging across OTA platforms, including Airbnb, Vrbo, and others

• Ensure timely, accurate responses that meet platform response-time requirements

• Coordinate with internal teams to resolve OTA-related guest issues or inquiries

• Document relevant communication in internal systems for visibility and continuity

Owner and Internal Communication

• Serve as a communication liaison between operations teams and property owners

• Respond to owner inquiries related to guest activity, property issues, or operations

• Provide clear updates on maintenance, guest matters, and operational decisions

• Ensure owner communications are timely, factual, and aligned with company policies

Operational Support and Documentation

• Maintain accurate records in property management and communication systems

• Follow established procedures while identifying opportunities to improve workflows

• Support operational reporting and handoffs between teams when required

• Assist with onboarding new properties or operational processes as needed

QUALIFICATIONS & SKILLS:

• Experience in hospitality, vacation rentals, property management, or customer service preferred

• Strong written and verbal communication skills

• Ability to manage multiple conversations and priorities simultaneously

• Comfort working with technology, messaging platforms, and property management systems

• Strong problem-solving skills and calm decision-making under pressure

• Detail-oriented with a high sense of ownership and follow-through

• Professional demeanor when interacting with guests, owners, and vendors

WORK STYLE AND EXPECTATIONS:

• Highly responsive and service-oriented

• Organized, dependable, and proactive

• Comfortable operating in a fast-paced, guest-driven environment

• Team-focused with the ability to work independently

• Willingness to follow defined processes while contributing to continuous improvement

COMPENSATION & BENEFITS:

Salary: $55,000 per year

Benefits:

• PTO

• Health Insurance

• Retirement Accounts

Job Type: Full-Time

Job Location: This is an office position based in Washington D.C.

Why This Role Matters

This role is essential to delivering a consistent, high-quality guest experience while ensuring smooth internal operations and clear owner communication. The Guest Experience and Operations Coordinator plays a critical role in protecting reviews, reducing friction, and supporting the overall performance of the portfolio.

This position requires the ability to manage multiple priorities in a fast-paced vacation rental environment.