Southern Sands Property Management Group is a fast-growing short-term rental company managing 150+ homes across Galveston and Crystal Beach. Known for delivering exceptional experiences, we maintain a 4.9+ guest rating backed by thousands of five-star reviews.
We combine local expertise, strong systems, and a hospitality-first approach to create seamless stays for guests while maximizing performance for homeowners. As we continue to grow, we’re focused on building a high-performing team that takes pride in quality, accountability, and delivering results.
This is an opportunity to join a company where growth is real, standards are high, and your work makes a direct impact.
We're seeking a strategic and service-driven Guest Services Manager to lead and elevate the guest experience across our Galveston portfolio. This is a fully remote leadership role responsible for overseeing day-to-day guest communications, optimizing service workflows, and managing a team of virtual assistants to ensure consistent, high-quality delivery at scale.
This role goes beyond frontline support. You will own the full guest journey from pre-booking inquiries through post-stay follow-up while identifying opportunities to improve processes, increase guest satisfaction, and drive operational efficiency. You thrive in fast-paced environments, bring structure to complexity, and lead with both empathy and accountability.
If you are a strong communicator with a bias for action and a passion for hospitality, this is an opportunity to make a measurable impact in a rapidly growing company.
Guest Communication & Experience
Oversee and manage all guest messaging across platforms (Airbnb, VRBO, direct bookings)
Lead and manage virtual assistants handling day-to-day guest communication
Ensure fast, accurate, and high-quality responses to all guest inquiries
Issue Resolution & Escalations
Handle escalated guest issues with professionalism and urgency
Call guests directly when needed to resolve concerns and improve outcomes
Offer solutions such as refunds, discounts, or relocations when appropriate
Operations Coordination
Coordinate with maintenance vendors, cleaners, inspectors, and operations team
Ensure all guest-related issues are resolved quickly and effectively
Communicate recurring issues to leadership to improve processes and property performance
Reputation & Review Management
Respond to all guest reviews across Airbnb, VRBO, and other platforms
Manage and protect company reputation across all channels
Identify trends in feedback and work with internal teams to correct issues
Proactively turn negative experiences into positive outcomes
Minimum 2+ years experience in short-term rental, property management, or boutique hotel hospitality
Strong communication skills (written and verbal)
Experience handling guest issues and conflict resolution
Highly organized with ability to manage multiple properties and tasks
Comfortable managing remote/virtual assistants
Experience with Streamline PMS
Experience managing reviews or online reputation for STRs
$65,000 - $75,000
This is a full-time, 1099 contract position
Schedule: Full-time