Description

Guest & Owner Experience Specialist — Nashville

Goodnight Stay | Competitive Salary + Bonus, DOE

Join a Team That Sets the Standard for Luxury Hospitality

At Goodnight Stay, we don't just manage properties — we craft extraordinary experiences. As one of the premier luxury corporate and vacation rental management companies in the United States, we combine 25 years of industry expertise with cutting-edge technology and a genuine passion for hospitality. Our portfolio spans some of the most sought-after destinations in the country, and every property in it reflects our unwavering commitment to design, comfort, and concierge-level service.

We believe a life well-lived is a life full of incredible memories — and our team is the reason those memories happen.

If you're a natural communicator who thrives in a fast-paced, guest-focused environment and takes pride in delivering five-star experiences at every touchpoint — for guests and homeowners alike — we want to hear from you.

What We Promise You

• Competitive salary and bonus — based on your experience and performance
• Medical, Dental & Vision Insurance — comprehensive coverage for you
• Paid Time Off & Holiday Pay — because recharging matters
• Company-Provided Equipment — everything you need to do your best work
• A supportive, team-oriented culture with perks that enhance connection and team building
• Opportunity to grow with a company that has thrived for over two decades

The Role: Guest & Owner Experience Specialist

The Guest & Owner Experience Specialist serves as a vital bridge between Goodnight Stay and the two audiences who matter most: our guests and our homeowners. Your primary focus is delivering exceptional guest experiences — managing communications across every channel from booking through checkout, ensuring reservations run smoothly, and being the calm, capable presence guests turn to when they need support.

In addition, you'll work alongside our Owner Success Manager to support the owner side of the business — helping maintain property records, assisting with owner communications, supporting inspections, and ensuring our homeowners feel informed, valued, and confident in our management.

This is a dynamic, relationship-driven role that demands strong communication, sharp organization, and a genuine passion for hospitality at every level.

What You'll Do

Guest Experience — Primary Focus

• Own Guest Communication — Manage inbound and outbound guest interactions across phone, text, email, and web-based platforms with professionalism and care
• Support Reservations — Monitor and respond to booking platform messages to answer questions, deliver home access instructions, verify payments, and handle reservation changes per company guidelines
• Problem-Solve as a Team — Collaborate with teammates to identify, plan, and resolve potential guest issues before they escalate
• Know the Brand — Learn and clearly communicate all Goodnight Stay services, policies, and updates, staying current as things evolve
• Manage High Volume — Handle simultaneous calls, online messages, and Slack communications with efficiency and composure
• Dispatch & Coordinate — Route maintenance and field requests as needed and coordinate repairs with vendors in a timely manner
• Handle Payments & Booking Changes — Process guest payments and booking modifications in accordance with company guidelines
• Be a Calming Presence — Bring empathy and composure to difficult guest situations, working with the team to reach positive resolutions that uphold the Goodnight Stay brand

Owner Relations — Supporting Role

• New Owner Orientation — Assist with onboarding new homeowners by helping explain PMA terms as they relate to property care and use of the Owner portal
• Owner Records — Consistently update and audit property and owner profile information across software platforms to ensure accuracy
• Owner Communication Support — Serve as a secondary point of contact between owners and internal departments, helping coordinate owner requests and creating work orders as needed in alignment with current market priorities
• Notifications & Approvals — Support the notification process for significant incidents or charges, and assist in obtaining owner approvals for items exceeding PMA thresholds
• Inspection Support — Review property maintenance and housekeeping inspe