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Guest & Owner Experience Specialist - Nashville

GoodNight Stay, LLC
Nashville, TN

Quick Apply

Job Details

Full-time

Benefits

Paid holidays
Health insurance
Dental insurance
Paid time off
Vision insurance

Qualifications

Driver's License
Mobile devices

Full Job Description

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 inspection records; assist with or conduct quarterly property visits to provide condition reports and recommendations
Financial Proofing — Review service charges and supporting information required for owner monthly statements
Owner Information — Help deliver proactive updates, market insights, and newsletters to owners to strengthen their understanding of local conditions and property performance
Field Operations Support — Assist in managing day-to-day tasks for field specialists to inspect and repair homes
Collaboration — Support the Owner Success Manager and collaborate with the General Manager, Director of Operations, and Founder on owner retention, referral, branding, and business development initiatives
Company Ethos — Champion and uphold Goodnight Stay's core values, mission, and vision in every interaction

All-Team Responsibilities

Document Everything — Log all guest interactions, owner communications, issues, and resolutions within our property management tool with accuracy and thoroughness
Attend Team Meetings — Participate in weekly department meetings and all regular local and corporate team touchpoints
Master Our Tools — Learn and use all systems that support daily operations, currently including Streamline, Airbnb, VRBO, Microsoft Exchange Email, Monday.com, and Slack
Follow Corporate Direction — Read, understand, and apply all corporate directives including SOPs, the Employee Handbook, email correspondence, and marketing materials

Who You Are

You don't need a perfect resume — you need the right mindset and a genuine care for people. Here's what will set you up for success:

Calm under pressure — You're a stabilizing force when things get hectic, bringing clarity and empathy to difficult situations
Empathetic — You understand what guests and owners are feeling and respond in a way that builds trust and confidence in our brand
Organized & efficient — You manage a full queue of responsibilities without losing the thread on any single one
A strong communicator — You're clear, warm, and professional across every channel — from a quick text to a nuanced owner conversation
Relationship-minded — You build genuine rapport with guests, homeowners, HOA contacts, and vendors alike
Tech-comfortable — You learn new platforms quickly and navigate multiple systems at once without missing a beat
Detail-oriented — You document thoroughly and keep records your entire team can rely on
A team player — You collaborate openly, support the Owner Success Manager and other teammates, and show up consistently

About Goodnight Stay

Goodnight Stay operates a portfolio of individually designed, fully furnished luxury short-term rental homes in Scottsdale and Nashville. Each home features modern décor, smart technology, standardized premium amenities, and full-service concierge support. We've built our reputation over 25 years on one simple belief: travelers deserve more than a place to sleep — they deserve a stay they'll remember.

Come help us deliver that, every single day.

Goodnight Stay is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive team.

Requirements:

Requirements

Vacation rental property management experience recommended (we'll train on our systems and processes)
Background in hospitality, property management, real estate, or maintenance is a strong plus
Reliable personal vehicle and valid driver's license (properties are within ~10-mile radius, with expansion ongoing)
Smartphone for field communication, reporting, and task management
Availability to work weekdays and weekends, up to 40 hours per week
Basic toolkit and maintenance knowledge a plus
Ability to climb stairs and lift up to 25 lbs unassisted

Quick Apply

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reservation specialist jobs in nashville tn

Guest & Owner Experience Specialist - Nashville

Reservation Specialist

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