Guest Services Coordinator (Remote)

Company Overview

Beacon Destinations is a fast-growing boutique hospitality company redefining the vacation rental experience across Cape Cod. We combine the warmth and character of locally owned vacation homes with the operational excellence of a luxury hotel brand, creating unforgettable stays for guests while protecting and maximizing value for homeowners.

Our mission is simple: deliver exceptional, five-star experiences on every stay. Through innovative technology, hands-on local service, and an unwavering commitment to quality, we're setting a new standard for coastal hospitality.

Position Summary

Beacon Destinations is seeking a responsive, detail-oriented Guest Services Coordinator with at least 1 year of vacation rental industry experience to support our guests and vacation rental operations remotely.

In this role, you'll be a key point of contact for guests before, during, and after their stay, answering questions, coordinating requests, resolving routine concerns, and working closely with our Guest Experience and Operations teams to keep every stay running smoothly.

This is an ideal opportunity for someone who communicates exceptionally well in English, stays calm under pressure, and thrives in a fast-paced hospitality environment where responsiveness matters. You'll play an important role in creating the seamless, five-star experiences Beacon Destinations is known for throughout Cape Cod.

Key Responsibilities

• Serve as a frontline point of contact for guests before, during, and after their stay through email, messaging platforms, and phone as needed

• Respond promptly and professionally to guest questions, service requests, late check-ins, and routine concerns

• Monitor active stays and proactively follow up on guest needs and unresolved issues

• Coordinate with Guest Experience, Operations, Housekeeping, and Maintenance teams to resolve concerns efficiently

• Escalate urgent or complex guest issues according to established procedures

• Confirm property readiness, check-in details, and guest access information

• Support housekeeping coordination and quickly flag cleaning, access, or property-readiness concerns

• Send and follow up on check-out communications

• Accurately document guest interactions, requests, issues, and resolutions

• Assist with vendor payments and reconciliation

• Create and manage damage claims process

• Support additional guest services and administrative needs as assigned

Required Qualifications

• 1+ years of experience in the vacation rental industry

• Excellent written and verbal English communication skills, with strong grammar, phrasing, professionalism, and attention to tone

• Proven customer service skills with the ability to remain calm, empathetic, and solutions-focused when handling guest complaints, maintenance concerns, late check-ins, and other time-sensitive situations

• Strong attention to detail with the ability to accurately document information and follow established processes

• Ability to prioritize multiple guest requests and respond promptly during scheduled working hours

• Comfortable learning and working across multiple technology platforms, messaging systems, applications, and operational tools

• Ability to work independently while communicating and collaborating effectively with a distributed team

• Reliable internet connection and a professional remote work environment

• Dependable availability for the required evening and weekend schedule

Preferred Qualifications

• Experience supporting guests through email, phone, SMS, or online messaging platforms

• Familiarity with property management systems, vacation rental software, or hospitality technology

• Experience coordinating with housekeeping, maintenance, vendors, or other field operations teams

Compensation & Schedule

Hourly Rate: $7–$11 per hour

Bonus

• Up to $1,500 in annual bonus opportunities

Schedule

• Monday, Thursday, Friday, Saturday, and Sunday

• 4:00 PM–12:00 AM Eastern Time

• Consistent Tuesday and Wednesday off

• Candidates must be consistently available for the full scheduled shift, including weekends