Benefits:- Health insurance
- Paid time off
- Training & development
Kalos Vacation Dwellings is seeking a
Hospitality Lead to support the daily operations of our hospitality team and help ensure an exceptional experience for every guest.
This fully remote position serves as a key point of support for both guests and hospitality team members. The Hospitality Lead assists with guest communication, issue resolution, team guidance, training, and coordination across departments. Working closely with the Director of Hospitality, this role helps maintain consistent service standards, supports team performance, and ensures guests receive timely, thoughtful, and professional communication throughout their stay.
The ideal candidate is highly organized, solutions-oriented, confident handling guest concerns, and comfortable supporting a team in a fast-paced remote environment.
Key Responsibilities
Guest Experience & Relations
- Serve as a primary point of contact for guests, responding to questions, concerns, and requests in a timely and professional manner.
- Support smooth guest experiences from pre-arrival through check-out with clear and proactive communication.
- Take ownership of guest concerns and assist with resolving service-related issues from start to finish.
- Provide thoughtful recommendations for local restaurants, activities, events, and community experiences.
- Maintain a strong working knowledge of Kalos properties, amenities, policies, and surrounding communities.
- Help create positive guest experiences that encourage satisfaction, repeat stays, and strong reviews.
Team Leadership & Support
- Assist the Director of Hospitality with day-to-day leadership and support of the hospitality team.
- Help ensure guest and owner communications are handled promptly, accurately, and consistently.
- Serve as a resource for team members when escalated questions, complex situations, or guest concerns arise.
- Assist with onboarding and training new hospitality team members.
- Reinforce hospitality procedures, communication standards, and service expectations.
- Support coaching, follow-up, and accountability when opportunities for improvement are identified.
- Help promote consistency and strong communication across shifts and team members.
Cross-Department Coordination
- Coordinate guest needs and property-related concerns with Housekeeping, Maintenance, Property Care, and other internal teams.
- Communicate clearly with field-based departments to help ensure guest concerns are addressed efficiently.
- Track open service needs and provide timely updates to guests when appropriate.
- Escalate urgent, recurring, or unresolved concerns to the appropriate leader or department.
- Help maintain clear communication between the remote hospitality team and field operations.
Guest Feedback & Continuous Improvement
- Monitor guest feedback, reviews, and service trends to identify opportunities for improvement.
- Assist the Director of Hospitality with reviewing guest experience metrics and team performance.
- Identify recurring guest concerns, communication gaps, or operational challenges and communicate them to leadership.
- Collaborate with other departments to improve processes and strengthen the overall guest experience.
- Help identify opportunities to improve consistency, efficiency, and service delivery across the hospitality team.
Documentation & Reporting
- Maintain accurate documentation of guest interactions, service concerns, and resolutions within company systems.
- Ensure important guest information and follow-up needs are clearly documented for continuity between shifts.
- Assist with tracking recurring issues, trends, and unresolved concerns.
- Maintain organized communication and records to support efficient team operations.
- Complete additional duties as assigned to support the effective and efficient operation of Kalos Vacation Dwellings.
Qualifications
- High school diploma or equivalent required; degree in hospitality, business, tourism, or a related field preferred.
- Previous experience in hospitality, vacation rentals, hotels, property management, customer service, or a related field preferred.
- Previous leadership, supervisory, or team-lead experience strongly preferred.
- Strong organizational and multitasking skills with excellent attention to detail.
- Excellent written and verbal communication skills.
- Strong judgment, problem-solving skills, and the ability to remain calm and professional in challenging guest situations.
- Ability to work independently in a fully remote environment while remaining responsive, engaged, and connected to the team.
- Ability to provide guidance and support to team members in a remote setting.
- Comfortable collaborating across departments using phone, email, messaging platforms, and company software.
- Proficiency with hospitality or property management software and Microsoft Office Suite preferred.
- Reliable internet connection and a professional remote work environment.
- Ability to work a flexible schedule, including evenings, weekends, and holidays based on business needs.
Working Conditions
- This position is fully remote.
- Work is primarily performed using a computer, phone, email, messaging platforms, and hospitality management software.
- Regular and reliable availability during assigned shifts is required.
- Extended or adjusted hours may occasionally be required during peak seasons or high-volume periods.
- This role requires frequent communication and coordination with both remote team members and field-based operational teams.
This is a remote position.