Guest Services Manager

About Southern Sands Property Management Group

Southern Sands Property Management Group is a fast-growing short-term rental company managing 150+ homes across Galveston and Crystal Beach. Known for delivering exceptional experiences, we maintain a 4.9+ guest rating backed by thousands of five-star reviews. We combine local expertise, strong systems, and a hospitality-first approach to create seamless stays for guests while maximizing performance for homeowners. As we continue to grow, we’re focused on building a high-performing team that takes pride in quality, accountability, and delivering results. This is an opportunity to join a company where growth is real, standards are high, and your work makes a direct impact.

Position Summary

We're seeking a strategic and service-driven Guest Services Manager to lead and elevate the guest experience across our Galveston portfolio. This is a fully remote leadership role responsible for overseeing day-to-day guest communications, optimizing service workflows, and managing a team of virtual assistants to ensure consistent, high-quality delivery at scale. This role goes beyond frontline support. You will own the full guest journey from pre-booking inquiries through post-stay follow-up while identifying opportunities to improve processes, increase guest satisfaction, and drive operational efficiency. You thrive in fast-paced environments, bring structure to complexity, and lead with both empathy and accountability. If you are a strong communicator with a bias for action and a passion for hospitality, this is an opportunity to make a measurable impact in a rapidly growing company.

Key Responsibilities

Guest Communication & Experience

• Oversee and manage all guest messaging across platforms (Airbnb, VRBO, direct bookings)
• Lead and manage virtual assistants handling day-to-day guest communication
• Ensure fast, accurate, and high-quality responses to all guest inquiries

Issue Resolution & Escalations

• Handle escalated guest issues with professionalism and urgency
• Call guests directly when needed to resolve concerns and improve outcomes
• Offer solutions such as refunds, discounts, or relocations when appropriate

Operations Coordination

• Coordinate with maintenance vendors, cleaners, inspectors, and operations team
• Ensure all guest-related issues are resolved quickly and effectively
• Communicate recurring issues to leadership to improve processes and property performance

Reputation & Review Management

• Respond to all guest reviews across Airbnb, VRBO, and other platforms
• Manage and protect company reputation across all channels
• Identify trends in feedback and work with internal teams to correct issues
• Proactively turn negative experiences into positive outcomes

Required Qualifications

• Minimum 2+ years experience in short-term rental, property management, or boutique hotel hospitality
• Strong communication skills (written and verbal)
• Experience handling guest issues and conflict resolution
• Highly organized with ability to manage multiple properties and tasks
• Comfortable managing remote/virtual assistants

Preferred Qualifications

• Experience with Streamline PMS
• Experience managing reviews or online reputation for STRs

Compensation & Schedule

• Annual Salary: $65,000 - $75,000
• This is a full-time, 1099 contract position
• Schedule: Full-time

Key skills/competency

• Guest Services Management
• Customer Relationship Management
• Team Leadership
• Operational Efficiency
• Problem-Solving
• Communication Skills
• Remote Team Management
• Hospitality Management
• Reputation Management
• Short-Term Rental Operations