Are you about 3 or so years into your career in the hospitality or guest services industry and know you could professionally grow so much more if you were given the opportunity to be part of a highly collaborative team that is passionate about helping families create lifelong memories?
Is it the right time for you? And are we the right place? We are looking for a successful Guest Experience and Homeowner Support Manager to join our collaborative team at BeachBox Vacation Rentals, focusing on enhancing the guest experience and homeowner interactions.
As the Guest Experience and Homeowner Support Manager , you will have the opportunity to design and lead transformative customer experiences, build lasting homeowner partnerships, and drive service excellence across a dynamic and growing portfolio.
Are you ready to be the face and voice of BeachBox, building trust and deepening relationships at every touchpoint? If so, please read on.
Are you:
ADAPTABLE AND A MULTI-TASKER. You juggle multiple tasks in a fast-paced environment, can shift focus quickly between demands, manage distractions effectively, and ensure smooth project execution.
ORGANIZED AND EXECUTION FOCUSED. You are highly organized, structure tasks and manage projects effectively, implement processes, and ensure initiatives are executed properly with tasks delegated for maximum efficiency.
THICK-SKINNED AND COMFORTABLE WITH CONFLICT. You handle tough customers with ease, de-escalate challenging situations, disarm frustrations, and find solutions that satisfy both guests and homeowners.
ESSENTIAL DUTIES MAY INCLUDE:
Within the first 30-60 days:
- Learns the BeachBox mission and structure, gains knowledge of the property portfolio, reviews key systems and workflows, and builds a personalized reference guide for self-sufficiency.
- Shadows the Director of Guest Services on calls to observe processes, begins responding to homeowner emails with guidance, and goes onsite to different properties with different team members to observe and learn.
- Shadows each Guest Services team members (8 in total) on one of their shifts to build rapport and understand how each person approaches their responsibilities.
- By 30 days, is independently communicating with homeowners, and answering guest and vendor questions.
- Begins drafting a 12-month plan that outlines goals, improvements, and initiatives related to guest services training, community relations, and homeowner communications.
Within the next 3 months and ongoing:
- Receives formal introductions from the Homeowner Relationship Manager to new homeowners, establishing early rapport and beginning to serve as the face of communication moving forward.
- Implements Guest Services Team reviews and scorecards monthly, as well as improvement processes, establishing expectations and accountability within the Guest Services team
- Is executing elements of the community relations plan created-showing initiative in building visibility and engagement.
Within the next 6 months and ongoing:
- Is considering how to engage with the Guest Services team and build their communication skills and outreach on the phone.
- Has become the recognizable face of BeachBox, representing the brand at community events and forming authentic relationships.
- Has personally visited all rental properties, gaining firsthand knowledge of features, city-specific regulations, and seasonal nuances.
- Begins assessing BeachBox's communication cadences and messaging to continue to make the guest experience and homeowner relations better.
Within the next 12 months and ongoing:
- Is a contributing partner in planning for future growth and takes the lead in onboarding and training the Guest Services team.
- Continues to serve as the face of BeachBox in the community, identifying and leading outreach, nurturing partnerships, and ensuring local presence aligns with the company's brand and values.
- Reviews the 12-month plan to acknowledge accomplishments, continued areas of opportunity and plan for the upcoming 12-18 months based on company growth and team development.
EDUCATION, SKILLS & EXPERIENCE:
- 3+ years of progressive experience in hospitality, vacation rentals, guest service, or similar high-touch industries where most guest interactions involve problem-solving or complaint resolution required
- Proven ability to maintain professionalism and empathy in high-pressure or emotionally charged situations, demonstrating resilience and thick skin required
- Flexible schedule availability, including occasional evenings or weekends, to respond to urgent homeowner or guest issues as needed required
- Demonstrated ability to build and implement community outreach plans required
- Proven ability to review and audit the guest experience and make impactful recommendations for improvement required
- Strong interpersonal and communication skills with a guest-first mindset, capable of building rapport and resolving concerns efficiently required
- Willingness and ability to meet with guests or homeowners in person, when necessary, to resolve escalated issues or build stronger relationships required
- Aspiring to grow professionally within the company, ideally seeking a long-term opportunity to build a career in guest experience or operations required
- Experience providing peer feedback or guiding others informally; bonus if experience includes overseeing or mentoring a small team preferred
WORK HOURS AND COMPANY PERKS:
Working Hours: Monday through Friday, 9:00am - 5:00pm; BeachBox Vacation Rentals serves guests in Galveston and across the Texas Gulf Coast, 24/7 during their stay in our homes. This role will be required to respond to emails, texts and calls in the evenings and occasional weekends (2x per month) to answer questions and help solve problems with the Guest Services team when needed.
Company Perks: 2 weeks of Paid Time Off Homeowner Referral Bonuses BeachBox Bucks Regular team lunches and events Holiday and end-of-busy season parties Mileage reimbursement when visiting properties Company sponsored travel to industry events across the country Direct ownership of initiatives and involvement with company growth plans
WHO WE ARE:
BeachBox Vacation Rentals is one of the largest vacation rental companies on the Texas Gulf Coast-but with the heart and hustle of a small, family-run business.
We began this company to give families a setting for lifelong memories. Since then, we've grown our inventory of unique vacation homes and built a team committed to creating unforgettable guest experiences. Each day, we show up ready to solve problems, take ownership, and have fun doing it.
This is not your average clock-in, clock-out job. Here, every day looks different. If you're someone who thrives when there's always something to do, finds joy in making things better, and loves rolling up your sleeves to make a real impact-you'll feel right at home.
We talk to each other often. We move fast. We wear a lot of hats. And we make things happen. That means being tech-savvy, flexible, and unafraid to jump in wherever help is needed. You'll never be bored, and you'll never feel like just a number.
This is a place where you can grow your career and enjoy the ride. We provide the setting. You bring the energy.