Lead Guest Experience Agent

Company Overview

Southern Comfort Cabin Rentals manages a significant portfolio of vacation rental properties throughout Blue Ridge, Georgia, and the North Georgia area. We are focused on elevated service, thoughtful growth, clear accountability, and creating confidence for our guests, owners, and employees.

Our service philosophy is Heart for Hospitality:

- Listen
- Acknowledge
- Clarify
- Connect

For us, hospitality means understanding what someone needs, taking ownership, communicating clearly, and looking for the one additional thing that could make the experience better.

At Southern Comfort Cabin Rentals, we believe our people are the heart of everything we do. Whether you are passionate about hospitality, operations, or creative strategy, we offer exciting career opportunities across multiple departments, including Reservations, Marketing, Operations, Housekeeping, Maintenance, and Business Development. As we continue to grow, we are looking for dedicated individuals ready to contribute to a team committed to excellence, guest satisfaction, and making a lasting impact in the vacation rental industry.

Position Summary

Southern Comfort Cabin Rentals is seeking a Lead Guest Experience Agent to support the daily execution of our guest experience and reservation operations. Reporting to the Assistant General Manager, this working-lead position will actively handle reservation inquiries, guest communications, service needs, and escalations while helping Guest Experience Agents understand daily priorities and follow established standards.

The Lead Guest Experience Agent will help organize each day by reviewing open communications, new inquiries, arrivals, departures, escalations, and unresolved guest needs. This individual will serve as an accessible resource for the team, reinforce service expectations, support reservation accuracy, and help ensure guest concerns are carried through to resolution.

This role supports daily execution and team performance but does not independently oversee departmental strategy, pricing, revenue management, or formal employment decisions unless specifically delegated by the Assistant General Manager.

What You’ll Do

- Perform the responsibilities of a Guest Experience Agent
- Coordinate the daily workflow of the team
- Serve as the initial resource for agent questions and escalations
- Monitor open communications and unresolved guest needs
- Coach and reinforce established standards
- Identify performance or process concerns for the Assistant General Manager
- Lead the department during assigned shifts or periods when the Assistant General Manager is unavailable
- Coordinate daily guest experience execution
- Deliver hospitality and reservation sales
- Support guest issue resolution
- Support team quality and accountability
- Improve the guest journey
- Actively answer calls and messages, assist guests with property selection, convert qualified inquiries, and ensure reservation information is accurate
- Help connect guests with the appropriate internal team when something does not go as planned
- Maintain communication with guests throughout the resolution process and support fair, thoughtful service recovery
- Identify recurring questions, communication gaps, process friction, and missed booking opportunities
- Help improve scripts, templates, workflows, and team practices

Required Qualifications

- Experience in hospitality, guest services, reservations, customer service, sales, or another high-volume customer-facing environment.
- Strong telephone, written, and interpersonal communication.
- Ability to manage multiple conversations and priorities.
- Sound judgment when resolving customer concerns.
- Ability to learn and accurately apply policies.
- Comfort with reservation s , communication, and workplace technology.
- Dependability during assigned shifts.
- Willingness to work applicable weekends, holidays, evenings, and peak-demand periods.
- Ability to provide and receive coaching and constructive feedback.
- Ability to remain calm and professional during escalated situations
- Knowledge of working with OTA's such as Airbnb, VRBO, Booking.com , etc. Experience with property-management systems, CRM platforms, telephone systems, and OTA messaging.

Preferred Qualifications

- Vacation-rental, hotel, resort, or travel experience.
- Comfortable balancing hospitality with reservation sales.
- Supportive of teammates without avoiding accountability.
- This position is ideal for someone who wants to lead and influence a team while remaining actively connected to guests and daily operations
- Reservation sales or contact center experience
- Previous experience as a senior agent, shift lead, trainer, or supervisor
- Experience reviewing performance measures and communication quality

Compensation, Benefits & More

Compensation: $55,000–$60,000 annually

Bonus: Bonus plan included, with an all-employee compensation program available after 90 days

Benefits & Employee Perks:

- Paid time off, including PTO, sick days, and vacation days
- Life insurance
- Dental insurance
- Vision insurance
- Retirement benefits or accounts
- Long-term disability insurance
- Short-term disability insurance
- Tuition reimbursement
- Relocation assistance
- Commuting or travel assistance
- Employee discount program on stays
- Cellphone reimbursement
- All-employee compensation program available after 90 days