Guest Communication Manager

About Us

At Casago Smoky Mountains, we specialize in creating exceptional guest experiences across our premium short-term rental properties in the Smoky Mountains of East Tennessee. We pride ourselves on providing personalized, professional, and proactive hospitality. As our company grows, we're seeking a Guest Communication Manager to lead our communication team, ensure world-class guest satisfaction, and uphold our company's distinct host tone and service standards.

Position Overview

The Guest Communication Manager plays a pivotal role in overseeing all aspects of guest communications and experience. This position requires a dynamic, detail-oriented leader who thrives in fast-paced hospitality environments, understands the nuances of OTA (Online Travel Agency) management, and can inspire a team to deliver top-tier service.

Key Responsibilities

Guest Communication Leadership

• Manage multiple zones of guest communication (inbox management, phone, and message support).
• Supervise and mentor guest communication representatives, ensuring quality and consistency.
• Maintain and update documentation related to guest issues and communication records.
• Develop and implement Standard Operating Procedures (SOPs) for guest communication.
• Uphold and evolve the brand's general "host tone" across all guest interactions.

Operational Coordination

• Collaborate cross-departmentally with maintenance, housekeeping, and management teams to resolve guest concerns quickly and efficiently.
• Manage and document guest incidents, including Lost & Found and property damage claims.
• Oversee OTA review responses and maintain professional, brand-aligned messaging.
• Ensure accurate and detailed records of guest interactions, resolutions, and escalations.

Team Management & Training

• Lead, coach, and evaluate a small team of guest service agents.
• Recruit and onboard new team members, ensuring they meet company service standards.
• Provide continuous training to maintain excellence and consistency across all guest touchpoints.

Reporting & Process Improvement

• Generate reports on guest communication performance, issues, and team metrics.
• Analyze trends in guest feedback and recommend process or experience improvements.

Qualifications

• 5+ years of experience in hospitality, guest relations, or customer service—preferably in short-term rental or vacation rental management.
• Proven experience managing teams and complex communication systems.
• Expertise with OTA platforms (Airbnb, VRBO, Expedia, etc.) and Property Management Systems (e.g., Guesty).
• Strong written and verbal communication skills; additional languages are a plus.
• Highly organized, proactive, and capable of multitasking under pressure.
• Proficiency with Google Workspace, Slack, and Gmail, Guesty preferred
• Bachelor's degree in Hospitality, Business, or a related field preferred.
• Must be available to work EST-based shifts in office, including some rotating weekend and holiday coverage.

Schedule Expectations

• Shifts: 8am - 5pm EST Monday-Friday
• Full-Time: 5 days (40 hours) per week
• Some weekend and holiday coverage required (rotating schedule)

Benefits

• Competitive salary with performance-based bonuses
• Paid Time Off – vacation, sick days, and holidays
• Health insurance and retirement savings options
• Opportunities for career growth and professional development

How to Apply

If you're a hospitality professional who thrives on creating exceptional guest experiences and

leading high-performing teams, we'd love to hear from you.

Submit your application and resume to: [ ]

Job Type: Full-time

Pay: $57, $65,000.00 per year

Benefits:

• Employee discount
• Health insurance
• Paid time off

Ability to Commute:

• Sevierville, TN Required)

Ability to Relocate:

• Sevierville, TN 37864: Relocate before starting work (Required)

Work Location: In person