Head Of Guest Experience
Why Join Us
Renjoy is one of the fastest-growing short-term rental management companies in Colorado, managing 200+ vacation properties (and counting) and on track to expand to 1,000+ units across multiple markets. We’ve built our reputation on hospitality excellence, smart use of systems and AI, and an obsession with delivering 5-star guest experiences at scale. By joining our team, you’ll become part of a future-focused, collaborative group of local and global all-stars that values innovation, ownership, and high performance. This is a rare opportunity to make a massive impact: as we enter our next phase of growth, you will help shape how we deliver world-class hospitality on a larger scale and be a key player in our mission to redefine the short-term rental experience.
Role Purpose
As the Head of Guest Experience, you will step into a mission-critical leadership role responsible for scaling and systematizing our Guest Experience department to support Renjoy’s rapid growth. This isn’t just a customer service supervisor job – you’ll be owning the entire guest experience function as a core part of our operations leadership team. Your mandate is to improve team performance, streamline processes, develop training, and ensure outstanding guest satisfaction even as we expand. You will oversee a global guest support team, work cross-functionally with other departments, and act as the internal voice of the guest, championing improvements that elevate our service. In short, your leadership will be pivotal in delivering the exceptional experiences that Renjoy is known for, at scale.
Our Core Values
As part of our commitment to collaboration and growth, you’ll join us in Colorado at least once a year for our annual planning meeting, where you’ll connect with the leadership team and shape our strategic direction. Additionally, we’re likely to fly you to relevant and impactful U.S.-based conferences to represent Renjoy, network with industry leaders, and stay ahead of trends—all with travel expenses covered.
Perks & Benefits
Why Join Us
Renjoy is one of the fastest-growing short-term rental management companies in Colorado, managing 200+ vacation properties (and counting) and on track to expand to 1,000+ units across multiple markets. We’ve built our reputation on hospitality excellence, smart use of systems and AI, and an obsession with delivering 5-star guest experiences at scale. By joining our team, you’ll become part of a future-focused, collaborative group of local and global all-stars that values innovation, ownership, and high performance. This is a rare opportunity to make a massive impact: as we enter our next phase of growth, you will help shape how we deliver world-class hospitality on a larger scale and be a key player in our mission to redefine the short-term rental experience.
Role Purpose
As the Head of Guest Experience, you will step into a mission-critical leadership role responsible for scaling and systematizing our Guest Experience department to support Renjoy’s rapid growth. This isn’t just a customer service supervisor job – you’ll be owning the entire guest experience function as a core part of our operations leadership team. Your mandate is to improve team performance, streamline processes, develop training, and ensure outstanding guest satisfaction even as we expand. You will oversee a global guest support team, work cross-functionally with other departments, and act as the internal voice of the guest, championing improvements that elevate our service. In short, your leadership will be pivotal in delivering the exceptional experiences that Renjoy is known for, at scale.
Our Core Values
- See Something, Do Something: Take initiative to solve problems.
- Do What You Say: Deliver on promises, even under pressure.
- Make It Better: Continuously improve processes and outcomes.
- Own the Miss: Admit mistakes, fix them, and learn.
- Say the Hard Thing: Communicate honestly and constructively. We seek leaders who embody these principles to drive our mission forward.
- Lead & Develop the Guest Experience Team: Oversee and mentor a global team of guest experience agents and supervisors (currently ~6–10 team members and growing across multiple time zones. Set clear performance goals and coach the team to consistently meet and exceed key metrics such as response times, resolution rates, and guest review scores.
- Scale Systems & SOPs: Design, implement, and refine scalable systems and standard operating procedures that ensure 24/7 coverage, consistency, and efficiency in our guest support operations. Leverage technology and automation where possible to improve team workflow and service quality.
- Cross-Department Collaboration: Work closely with our Operations, Housekeeping, and Maintenance teams to deliver a seamless, world-class experience for every guest. Ensure guest feedback and issues are addressed swiftly by the right teams, and proactively collaborate on solutions to prevent future issues.
- Training & Quality Improvement: Develop and roll out training programs for guest experience agents and shift supervisors, focusing on service excellence, product knowledge, and effective problem-solving. Continuously improve our knowledge base, templates, and SOPs to empower the team to handle inquiries and issues consistently and effectively.
- Escalation & Conflict Resolution: Act as the point of escalation for complex or difficult guest situations – handling disputes, special requests, and emergencies with calm professionalism. Coach your team on de-escalation techniques and service recovery, turning challenging situations into positive outcomes whenever possible.
- Drive Guest Satisfaction & Revenue: Own strategies for enhancing guest satisfaction and loyalty. Monitor and improve key metrics like guest ratings and issue resolution success rates. Additionally, lead initiatives to drive upsells and incremental revenue (e.g. late check-outs, extended stays, mid-stay cleanings), and equip the team with the skills to recommend these options.
- Voice of the Guest: Serve as the advocate for our guests within Renjoy. Identify common friction points or recurring issues in the guest journey and provide feedback and insights to leadership. Recommend and implement improvements in policies, amenities, or processes to continuously elevate the guest experience across our portfolio.
- Leadership in Hospitality: Proven experience managing or directing large hospitality or guest service teams, preferably in short-term rentals, hotels, or property management environments. You have a track record of leading teams to success and scaling operations without sacrificing service quality.
- Systems & Process Orientation: Strong systems thinker with the ability to build scalable, repeatable workflows and SOPs. You excel at creating structure and efficiency, and have experience implementing tools or processes that improve team performance.
- Excellent Communication: Exceptional written and verbal communication skills (English fluency required). You can communicate clearly, professionally, and with empathy to guests and team members alike.
- Performance Improvement: A history of improving team performance and guest satisfaction metrics. You use data and feedback to identify areas for improvement, and you’ve successfully implemented changes that enhanced service levels or efficiency.
- Remote & Cross-Functional Collaboration: Comfortable leading a distributed team in a remote work environment. You are self-directed and organized, and you collaborate effectively with other departments and stakeholders to achieve shared goals.
- Tool Proficiency: Familiarity with hospitality and guest experience tools such as Guesty (property management system), Breezeway (operations management), Akia (guest communication), Slack, Airtable, or similar platforms. Ability to quickly learn new software is a plus.
- Global Team Management: Experience managing global or geographically dispersed guest support teams, coordinating across multiple time zones and cultures.
- Hospitality/Startup Mindset: A startup-ready, hospitality-driven mindset with a bias toward ownership and action. You’re excited by ambitious goals, fast-paced environments, and are willing to roll up your sleeves to solve hard problems and deliver results.
- Guest rating score (public and SuiteOp checkout feedback)
- Response time and resolution rate
- Issue recovery success rate
- Upsell & orphan night revenue
- Agent performance (conversation quality, schedule adherence)
- Have 5+ years in hospitality with 3+ ideally as a Guest Experience Manager or similar role
- Have managed teams of 5+ agents across different shifts/time zones
- Can coach reps, build better SOPs, and fix broken workflows
- Love fast-paced environments where every day is different
- Are fluent in English (written + verbal), with clear, kind, guest-facing communication
- Have strong operational awareness and tech savvy across platforms
- Are calm under pressure and know how to de-escalate guest conflict
- Know how to advocate for guests AND back up your team
- Have worked remotely and are self-managing + organized
- This is a fully remote position. Preferred location is Latin America (LATAM) for optimal time zone overlap with our core operations, but we are open to candidates in the Philippines and other locations for exceptional candidates. You’ll coordinate with team members across the globe (including a PH-based after-hours support team) to ensure 24/7 guest coverage.
As part of our commitment to collaboration and growth, you’ll join us in Colorado at least once a year for our annual planning meeting, where you’ll connect with the leadership team and shape our strategic direction. Additionally, we’re likely to fly you to relevant and impactful U.S.-based conferences to represent Renjoy, network with industry leaders, and stay ahead of trends—all with travel expenses covered.
Perks & Benefits
- Flexible Remote Work: Enjoy the freedom of a remote work environment with flexibility in managing your schedule. We care about results, not hours at a desk.
- Growth & Impact: Join a fast-growing, future-focused team that is solving challenging problems in the STR space. You’ll have a huge opportunity for growth and leadership influence, taking on a pivotal role as we scale from 200 to 1,000+ properties.
- Collaborative Culture: Be part of a high-trust, ambitious team that values innovation, continuous improvement, and having fun while achieving big goals. Your ideas and leadership will directly shape our guest experience and company success.
- Competitive Benefits: We offer competitive compensation along with benefits like paid time off, performance bonuses, and other perks to support you both professionally and personally (including 13th-month pay for eligible team members).