Portoro is a luxury short-term rental platform operating across multiple premier destination markets in the United States. We partner with high-quality homeowners to deliver professionally managed, design-forward homes that combine hospitality standards with operational discipline.
We are not a listing aggregator. We are a vertically integrated operating company. Our model blends field operations, guest experience, revenue management, and owner services into a unified platform built to protect brand reputation, drive performance, and scale responsibly.
Our homes operate at a premium tier, and so do our expectations. We target OTA ratings of 4.8 and above, maintain strict response SLAs, and operate with a bias toward accountability and measurable performance. Guest Experience is not a support function at Portoro, it is a core driver of revenue, reputation, and owner retention.
As we continue to grow, our focus is on building systems that elevate service from reactive problem solving to proactive hospitality. We are investing in leadership, structure, and cross-functional alignment to ensure that every stay reflects the quality of the homes we represent and the standards we operate by.
Portoro is built for operators who value ownership, clarity, and high standards. We believe luxury hospitality is earned through consistency, execution, and leadership at every level of the organization.
The Director of Guest Experience owns and elevates the end-to-end guest journey across Portoro’s portfolio of luxury short-term rental homes.
This is a senior hospitality leadership role responsible for transforming Guest Experience into a performance-driven operating function that directly impacts:
OTA ratings and online reputation
SLA adherence and response times
Refund exposure and margin protection
Owner satisfaction and retention
Brand positioning across markets
This leader will move the department beyond reactive customer support into structured, proactive hospitality. You will build scalable systems, enforce operational discipline, and ensure consistent service standards across distributed and offshore teams.
Success in this role means delivering luxury-level service at scale without sacrificing operational control or financial performance. You will partner cross-functionally with Field Operations, Revenue Management, Marketing, and Owner Experience to align communication, in-home execution, and property readiness into one unified system.
This is a role for a disciplined builder who thrives in structured growth environments and drives measurable outcomes.
Own the end-to-end guest experience across all markets
Establish a scalable, high-performance service model aligned with luxury hospitality standards
Transition the team from reactive support to proactive hospitality through preventative systems and structured workflows
Ensure consistency in tone, quality, and decision-making across all guest touchpoints
Drive accountability for key KPIs, including OTA ratings, review sentiment, SLA adherence, resolution timelines, and refund exposure
Implement and enforce SOPs to prevent operational drift across markets
Build reporting dashboards that provide visibility into performance trends and root causes
Identify systemic guest experience gaps and implement scalable improvements
Lead and develop a high-performing Guest Experience organization, including frontline agents, supervisors, and offshore resources
Establish clear accountability structures and performance expectations
Build QA frameworks, training programs, and leadership development pathways
Strengthen workflow clarity and decision-making discipline
Create structured escalation frameworks for in-stay guest issues
Oversee refund and compensation strategies balancing guest satisfaction with margin protection
Analyze recurring complaints and lead cross-functional initiatives to eliminate root causes
Partner with Field Operations to ensure property readiness aligns with guest expectations
Collaborate with Revenue Management and Marketing to ensure listing accuracy and pre-arrival messaging reflect operational realities
Work with Owner Experience teams to align guest-facing decisions with long-term owner retention
Optimize platforms such as Guesty, Breezeway, and related hospitality technology systems
Identify automation opportunities to improve efficiency and scalability
Enhance internal communication workflows to improve visibility and accountability
7+ years of leadership experience in hospitality operations, short-term rental management, property management, guest services, or customer experience
Proven success leading and scaling service or operations teams across multiple markets or distributed environments
Strong background in STR operations and OTA platforms including Airbnb, VRBO, and Booking.com
Demonstrated ability to improve measurable performance metrics such as guest satisfaction scores, SLA response times, operational efficiency, and cost control
Experience managing complex guest escalations and structured refund strategies
Proven track record in building systems, enforcing accountability, and scaling operational processes
Strong cross-functional collaboration experience with operations, revenue management, and property teams
Data-driven mindset with the ability to interpret KPIs and implement actionable improvements
Experience coaching managers and leading both local and remote teams
Excellent written and verbal communication skills with a consistent professional brand voice
Experience in luxury hospitality or premium-tier short-term rental portfolios
Experience scaling hospitality operations in a multi-market growth environment
Advanced experience with Guesty, Breezeway, or comparable STR management platforms
Salary Range: $80,000 – $95,000 annually
Benefits include:
Paid time off including PTO, sick time, and vacation days
Health insurance
Dental insurance
Vision insurance
Life insurance
Location: Remote, Anywhere in the USA
Job Type: Full-Time