Southern Sands Property Management Group is a fast-growing short-term rental company managing 150+ homes across Galveston, Crystal Beach, and the Smoky Mountains. 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.
Southern Sands Property Management Group is seeking a driven and hands-on Director of Guest Services to lead and elevate our guest experience across three high-performing vacation rental markets.
This is a remote leadership role for someone who thrives in fast-paced environments, takes ownership of outcomes, and leads from the front. You will oversee daily guest operations, support and guide cross-functional teams, and step in when it matters most to ensure every stay meets our standards.
You won’t just manage the process, you will improve it. From refining workflows to strengthening team performance, your work will directly influence reviews, efficiency, and long-term growth.
If you are a solutions-oriented leader who values accountability and takes pride in delivering consistent, high-quality results, this is a strong opportunity to make a meaningful impact.
Oversee all guest services operations across Galveston, Crystal Beach, and Smoky Mountains markets
Lead and manage guest communication teams, cleaners, inspectors, and maintenance coordination
Own and execute review and reputation management strategy across Airbnb, VRBO, and other platforms
Personally handle and resolve escalated guest issues, including calling upset guests and turning negative experiences into positive outcomes
Ensure consistent delivery of 5-star guest experiences across the portfolio
Develop and refine standard operating procedures (SOPs) for guest services and operations
Monitor performance metrics (reviews, response times, issue resolution, etc.) and continuously improve results
Collaborate with leadership on systems, staffing, and operational scaling
Manage and oversee each regional manager for all markets
Assist with evaluating other markets including interviewing, hiring, and completely setting up teams in different regions
Minimum 3+ years of experience in a senior guest services or operations role within the short-term rental industry (REQUIRED)
Demonstrated success managing teams and overseeing multi-market operations
Deep understanding of Airbnb, VRBO, and guest experience best practices
Strong ability to handle challenging guest situations, resolve issues, and protect the brand's reputation
Proven track record of maintaining high review scores (4.8–5.0+) across a portfolio
Highly organized, proactive, and solutions-driven with strong attention to detail
Excellent leadership, communication, and decision-making skills
Experience using Streamline PMS or similar property management systems
Background in high-volume short-term rental operations (50+ properties)
Experience building or refining SOPs and operational systems
Strong understanding of dynamic pricing and revenue management concepts
Experience managing remote teams and virtual assistants
Ability to analyze performance metrics and implement improvements
Familiarity with tools such as PriceLabs, Breezeway, or similar STR platforms
$75,000 - $95,000
In addition to base compensation, this role includes a performance-based annual bonus tied directly to guest experience and review performance. It will be designed to reward consistent excellence, strong leadership, and the ability to deliver and maintain a best-in-class guest experience across the portfolio.